Roles and Responsibility
Domain Capabilities
Product / Domain Knowledge

• Possesses in-depth understanding (end to end) on the product / process
• The end to end features and functionality of Personal Loans / Overdraft / Mortgages / BB / Credit card product to be known
• To be abreast of the changes advised by Country so that this is applied to the current process followed
• To be able to relate to the TP enhancements eg done to RLS, EBBS, ICM, LOS ,CCMS and Cards 400 with reference to the current process followed
• To be able to suggest any enhancements to be done to the sub systems so that the work around or hands off is reduced
• Able to perform rule based technical work involving acceptable deviations and exceptions
• If the instructions provided by the Country involves decision making like checking the account for levy of late charges prior to effecting reversals etc, this is to be effectively carried out
• Ability to understand the rejects done by TP systems like RLS, ICM, EBBS, CCMS and Cards 400 and investigate the reasons for such rejects
• If the files are uploaded with a time lag , ability to understand the impact of such time lags and plan the next course of action accordingly
• Able to identify, understand and articulate the requirements of the products from customer point of view how it will benefit them
• To keep in mind the customers expectations with reference to conversion of transactions to EMI / RATE CHANGE / TENOR CHANGE / PRODUCT CHANGE

Process Management

• Able to identify opportunities to automate repetitive logic based manual activities.
• To review the processes which involve routine processing with a specific set of inputs and suggest methods of automation in the TP system
• Any non value added activities or duplicate checking activities either manual or on system is to be identified and highlighted to bring in process efficiency
• Perform independent activities concurrently
• To be able to check the financial transactions independently without referring to the logics applied by the maker
• Exception based checking is to be done to ensure that the errors done by the makers are highlighted promptly
• Give inputs from ground level after understanding the big picture
• To have end to end understanding of the process so that automation opportunities in the TP systems can be provided
• To be able to identify activities which are duplicated either in the total Financial operations or with reference to the checking activity and suggest methods of decreasing TAT
• Supports and involves in change management plans in achieving mutual objectives to manage change.
• As and when there are change initiatives driven by Country / Regulatory Authorities, should be able to plan the activities very well and deliver the required output with the least business interruption
• Open to suggestions and experimentation
• Any suggestions by the makers should be analysed effectively for opportunities of automation
• To be willing to experiment by capitalising on the UAT environments available for various projects to check the process improvements by change of parameter settings eg in ebbs, los, icm, CCMS / Cards 400
• To be willing to experiment effectively which would bring in reduction of TAT for customer, process efficiency, cost saving or increase in revenue without any disruption to BAU activities
• To have a sense of urgency in meeting deliverables in TAT and Accuracy
• To always have customer requirements in mind while executing Financial transactions
• To appreciate the requirement of delvering accurate output every time
• To perform all the Financial transactions right the first time
• Able to understand the GL accounts, uploads , emi repayment activities, static changes and critical regulatory changes and give support to abide by the same within the stipulated timelines

Capacity Planning

• Possess ability to understand the work plans and organizes their own work effectively
• Able to identify sudden changes at a transactional level
• Raises issues when they see the task is at risk
• Completes work as assigned

Operational risk Management

• Understands what the various risks are at transaction level and some of the mandatory actions that need to be performed.
• Escalates issues to senior management within parameters of role
• Describes the fundamentals of operations risk
• Awareness on transactional level fraud

Behavioural Capabilities

• Precision Accuracy
• Able to drive quality work within team and self
• Proof reads work and/or checks the process delivered thoroughly in order to eliminate errors.
• When issues present consults with others in order to ensure he/she has resolved them in the appropriate way.

Client Centric

• Considers the impact of their actions on the end-to-end process and customer.
• Understands basic customer service requirement and able to apply same in own areas of work
• Able to provide differentiated customer service for various types/ grades of customers
• Treat all clients with respect and cultural awareness
• Able to show empathy in terms of keeping the customer point of view while processing a transaction / working

Communication

• Possesses ability to translate complex information into easy- to-understand language
• Proficient in both verbal and written communication
• Escalates issues and concerns in a timely manner

Problem Resolution

• Understands the situation and perform right escalations
• Being able to provide data for performing root cause of the problem
• Ability to speak up when in disagreement and opposition
• Ability to understand the existence of crisis and conflicts
• Able to work in a team with good interpersonal skills

Managerial Capabilities

• Stakeholder Management
• Understands and knows who the stake holders are and meets SLAs.
• Able to provide timely and accurate response to queries / request raised by Stakeholders

People Management

• Able to co operate and work as a team in an open and approachable style.
• Be good team player taking team s goals in to consideration.

Change Management

• Understands the need for change and willingly accepts it
• Able to quickly adapts to changes with regards to process, projects, behaviour etc
• Ability to look beyond self interest to collective interest
• To positively respond to the pace of change

Data Analytics

• Able to analyze the process to understand the dimensions of the job

Our Ideal Candidate

• For Grade C: Experience greater than 4 years
• Data Entry Operator
• Typing Skills
• Reading and comprehension

Role Specific Technical Competencies