Senior Officer- Contact Centre Technology

To assist in managing day-to-day operations of all direct banking channels activities and assist in the design of new processes and features within the channels.

Qualifications :

• Specific Job Accountability
• Draft business requirements and change requests
• Design new processes and features within the channels
• Track daily transactions performed over the channels and monitor fulfillment
• Resolve customer complaints within the specified TAT
• Action non-fulfilled requirements or monitor for fulfillment as per SLA and service standards
• Address technical or business teething problems / bugs during UAT or post-implementation
• Perform channel User Acceptance Testing (UAT) and prepare Business Requirement Document (BRD)
• Review Functional Service Document (FSD) and Technical Architecture
• Design UAT scenarios and test cases, plan for change requests and resolutions with IT
• Enhance Customer Relationship Management (CRM) solutions for the Bank Call Centre
• Supervise team productivity, quality assurance, and meet turnaround times
• Prepare Standard Operating Procedures (SOPs)
• Prepare MIS reports to meet performance standards and team achievements
• Establish relationships with clients' senior management and collaborate across departments
• Proof GL accounts and reconcile internal service provider accounts
• Coordinate SMS and email broadcasts with the marketing department
• Operate within group policies and governance frameworks
• Make decisions as authorized by the approval matrix

Additional Information :

Other Details :

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