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Jr Operation Support / Customer Service

Company: ICICI Bank Ltd
Location: New York
Posted on: November 26, 2022

Job Description:

_Job Purpose: _To implement and provide support for Remittances/NRI operations and customer service from the US. Objective is to maintain consistent and high quality service, superior customer experience & engagement. Make sure that all checkpoints and consistent correct criteria are applied to processes and controls._Areas of Responsibility_ Develop and implement new Remittances Product/ processes for improved product performance. Develop operational and Customer service documents for projects / Improvements focused on enhancing customer experience, improving profitability and generating revenues for Remittance and NRI business. Assist in the creation and updating of Remittances and other product notes, processes Notes & SLAs of the Branch with the bank. Manage and implement customer communications from the US to achieve the overall business objectives of Remittances and NRI services. Collaborate with internal departments to design, build and deliver an industry-leading customer experience with process, structure and standards in place to support this experience on new & existing product. Developing and supporting on-going reporting (dashboards, KPIs, etc.) and campaign analytical requirements (Pre & Post Implementation reports) for the Remittance and NRI teams Keep abreast of emerging issues, trends, and evolving regulatory requirements to identify new opportunities and assess potential impacts. Ensure risk issues are identified, mitigated and reported. Ensure procedures and controls are consistent and in compliance with appropriate regulatory and procedural protocols. Ensure that all the processes and remittance/NRI services are in compliance with all policies, rules and regulations. Identify market requirements for current and future requirements by conducting market research supported by on-going visits/communications to customers and research companies. Partner with IT, lines of business, support functions in the US and abroad, and external partners to manage all aspects of the Remittance/NRI services product development. Ensure that all audit & compliance issues are adhered to within timelines. Responsibilities include remittance center sales process management, event management, guidance & coaching for sales initiatives. Other projects & duties as assignedFunctional Skills Basic knowledge of customer service and operations Some knowledge of Bank processes and laws Knowledge of marketing concepts and process controls Demonstrate the ability to deliver complex projects Behavioral Skills Willing to learn and quick learner Adaptable and flexible Ability to multi-task and Analytical skills Effective in inter-personnel communication Able implement processes with efficiency Analytical & creative thinking Problem solving Multi-taskingJob Type: Full-timeBenefits: Dental insurance Paid time off Tuition reimbursement Vision insuranceSchedule: 8 hour shift Day shift Monday to FridaySupplemental pay types: Bonus payWork Location: One location

Keywords: ICICI Bank Ltd, New York , Jr Operation Support / Customer Service, Hospitality & Tourism , New York, New York

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