Senior Executive - CCRP Validation

Perform Revalidation as part of Centralized Revalidation Team (CVT) for Call center executions.

Along with Monitoring of resolution and system executions

Position Responsibilities Job Description Role Purpose Perform Revalidation as part of Centralized Revalidation Team (CVT) for Call center (SME) complaints Role Accountability Essential Responsibilities
Ensure daily productivity metrics for CCRP revalidation within TAT
Accuracy as per targets defined.
Analysis and reporting of Complaints trends & Resolutions .
Maintenance of process dashboards for business reporting purposes.
Pro-actively follow-up with other departments for input files and effective stakeholder management
Identify ways of improving current processes to enhance customer experience.
Timely reporting of process metrics to the business and internal stakeholders
Close-looping and calibration on identified complaints
Monitoring of Resolution

Identify process improvement opportunities & helping business to fix the same through detailed RCA & follow correction & corrective approach
Measures of Success(Define the Outcomes expected of the role) Productivity
Accuracy
Timelines adherence
Identify Process gaps & Fix - Count of Raises Technical Skills / Experience / Certification (If any) MS Office
Expert of Excel & Power-point Competencies critical for role with High Proficiency Understanding Credit Card processes
Understanding customer lifecycle
Interpretation of Customer complaints & Resolution
Understanding Card One & V+ Key External Stakeholder(s) SBIC Vendors (CS) Key Internal Stakeholder(s) Functional teams within SBIC must have.