Merchant Service Advisor

• The ideal candidate will have excellent communication skills, a problem solving mindset, and a strong commitment to resolving complaints in a professional and timely manner.

• Proven experience in banking operations in Backoffice, Process experience in Chargeback, Account maintenance.

• Conflict resolution skills and the ability to handle difficult or emotional conversations.

• Experience in analyzing workflows, optimizing procedures and delivering high quality service.

You may be assessed on key essential skills relevant to succeed in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This role is based out of Chennai.

Purpose of the role

To assess the quality of business processes and the execution of processes and develop initiatives to improve quality standards.

Accountabilities

• Identification of areas for improvement within operations and provide recommendations for change through the quality assurance process.
• Development and implementation of quality control procedures and controls to mitigate risks and maintain efficient operations.
• Collaboration with teams across the bank to develop quality improvement guidelines, initiatives, objectives, and action plans to monitor performance, improve business areas and govern processes.
• Development of reports and presentations on quality control performance and communicate findings to internal senior stakeholders.
• Monitoring of customer-facing colleagues performance, and evaluating their performance through reviews, quality reporting, policy development and feedback on customer interactions.
• Execution of quality audits of the bank s processes and operations, aligned to regulatory requirements and internal policies.
• Identification of industry trends and developments to implement best practice in quality assurance services.
• Participation in projects and initiatives to improve quality control efficiency and effectiveness.

Analyst Expectations

• To meet the needs of stakeholders/ customers through operational excellence and customer service
• Perform prescribed activities in a timely manner and to a high standard
• No people leadership roles at this grade.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of team members.
• Identify escalation of policy breaches as required.
• Take responsibility for customer service and operational execution tasks.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Gain and maintain an understanding of own role, how the team integrates to achieve overall objectives, alongside knowledge of the work of other teams within the function.
• Work within well-defined procedures that may involve a variety of work routines.
• Demonstrate an understanding of the procedures.
• Evaluate and select the appropriate alternatives from defined options.
• Make judgements based on the analysis of factual information.
• Build relationships with stakeholders and customers to identify and address their needs, in support of a smooth operating process, handling sensitive issues as required.