Role Statement Support Applications Systems in Core Banking, Payments & Funds Transfer. This individual will apply proven communication, analytical and problem-solving skills to understand the business requirement and help identify, communicate and resolve systems issues in order to maximize the benefit of IT systems investments. Key Objectives Ensuring prompt, efficient and effective Analysis of the problems reported by the users. Ensuring the successful and timely resolution of the reported problems. Ensuring the successful training given to the users and to the IT Operators Ensuring the successful recording of the issues and resolution provided. Interacting and follow-ups with the vendors on problems and enhancement reported to the vendors. Principal Responsibilities a) To assist in understanding and analyzing the day to day problems faced by the end users of the systems. b) Advise on interface testing and certification c) Advise on system integrity between banking and other payment system d) Supervise maintenance and upgrade of proprietary software applications e) To provide advice and support to users on the most appropriate software packages and applications to meet business needs f) To deliver training to users in software applications g) Prepare manuals for operators and users h) Advice in implementing changes required by users & software vendors. Person Specifications 1. Minimum education level / discipline: Diploma / BA degree in Computer Science or equivalent. 2. Mandatory professional qualifications / licenses: 3. Required experience in terms of region/industry/business/function/role: 3 - 5 Years Experience in IT operation and Analysis / preferably in Banking Environment.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases