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Complaint Manager ME ChanPymt Business

4.00 to 8.00 Years   Mumbai City   24 Feb, 2020
HDFC Bank Ltd
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaGeneral / Operations Management
EmploymentTypeFull-time

Job Description

  • Approval Rates Approval rates for ME sales to be tracked.
  • GAR is key focus area for Merchant Acquiring business.
  • New process implementation training imparted to Sales and DIP teams across regions.
  • Successfully running DIP Processes for: Regular & PG DINERS, PG MPOS , GPRS/ CDMA Proactively analyse & update senior management on drop / rise in approval rates.
  • Bring in awareness in Sales on any course correction of WL sourcing / process change at front end.
  • Responsible to ensure all Sourcing / processing guidelines / communications are rolled out to Sales / Quality teams FTNR CPA level Regular feedback to DIP teams to ensure forms processed are First time Right.
  • Designed DIP processes for all new role out to ensure ease of understanding matching with the requirements of the Dip teams.
  • Highlighting critical cases to Sales team to expedite curing and increase conversion rates.
  • Bring in awareness in CPA on process adherence to ensure FTNRs are controlled by timely completion of DIP training on all new process changes.
  • FTNR Ops level To interact with Products, Policy, & Ops to control FTNRs Generate and share Sales reports for teams to track their daily performance and control FTNR Seek support from Ops on any deviation with regard to documentation or process to manage FTNR.
  • Best practices followed by DIP desks shared with all stake holders.
  • Exception Reports Publish exceptions reports which will help control the errors thus by ensuring better approval rates and reduced FTNR.
  • Exceptions on TAT Exceptions on FTNR Exceptions on data entry errors To highlight and publish details of erring staff for accountability fix.
  • Call Sampling To sample calls across products sold by TASU, Welcome Calling and Digital Telesales and publish reports with scores To Track and publish SM call sampling activity alongwith Target Vs achievement To publish Defaulters on low score / misinformation / missell/ wrong sell for action To sample calls of each and every Agent and publish score trends for necessary training Additional Activities Design processes and workflow that maximizes efficiency, maintain high levels of customer experience and comply with regulatory and audit requirements for Merchant Acquiring and Ecom.
  • Regular updates on process changes shared with all corresponding teams.
  • Latest policy/ process mandates updated in the Merchant acquiring link for ease of reference.
  • Responsible for new process and design system flow for front end sales and Sales Quality team for CPS team Knowledge series on merchant sourcing shared with Front end teams for better understanding of key initiatives.
  • Recognizing opportunities for process improvement.
  • Create process changes by integrating new processes with existing ones and communicate these changes to the concerned teams.
Skills
  • Good Product and process knowledge
  • Good Communication Skills .
  • Clarity of thought .
  • Good planning and execution skills .
  • Good Interpersonal & Networking skills.
  • Analytical skills
,

Keyskills :
front enddata entry senior managementmerchant acquiring process implementation

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