Job Description
Acquire Product /Process knowledge of all desks operating in GS.
Good understanding of regulations pertaining to Non resident Segment
Liase with stakeholders across Product / Process / Program /OS to ensure GS is well equipped to operate FTR and is compliant
Reverse timely feedback to all stakeholders for continuous process improvements / program enhancements
Hiring to be in line with allocated Headcount & skill set requirement
Succession Planning for critical roles to ensure uninterrupted operations
Skilled manpower Identify team training needs and liase with Training team for training allocations
All HR policies applicable to be adhered to for Self and team
Infrastructure IT / Non IT Infra requirements / availability to be reviewed periodically for improving unit efficiency .
Competition mapping to Identify tools being used to improve unit efficiency ( Hardware / Software ) Within TAT response to all alerts / escalations
All cases of Integrity issues to be highlighted as per applicable guidelines Nil Operations loss
Uninterrupted Operations - Effective backups for all desks
Design applicable reconciliation programs to eliminate operational misses
All desks to deliver FTR & TAT as per product design
Periodic Stress testing of desks to check ability to handle surge in load / handle time sensitive assignments Service Quality Initiatives to be implemented
Service Guarantee - Unit to be managed to offer service guarantee within 180 days
Process Adherance - Periodic review of process adherance by various desks through governance team
Audits - In all audits ( IAD / CST / Statutory / Service ) , Unit to score Top rating Unit to be compliant with local applicable guidelines
Keyskills: global operations Stress testing Service desk Reconciliation IT infrastructure Succession planning HR policies Product design Service quality Operations