Senior Associate – Retail Accounts

The primary responsibility of the job holder 1s to manage seamless day to day Operational Services related to checking of all activities related to Account Services by following the SOP and SLA. All activities under Account Services are processed efficiently without errors and providing full support to Retail Business. Guidance, training staff, supporting in product launches. Initiate process improvements TAT reductions Automations within the area of expertise. Monitoring and clearing queues by completing approvals without any carry forwards. Ensuring Controls in place for achieving a satisfactory Audit rating.

Key Accountabilities:

•    The Job holder holds primary line management accountability for the functioning of account services unit. Ensuring compliant with SOP’s and effective interaction and coordination with branches as per Business requirements.

•    Maker checker controls exist on all processes should be reviewed monthly.
•    The supervisory checking of processes under the job holder’s purview includes.
•    Checking of accounts opened by user is authorized correctly, debit cards, cheque books are checked, and signatures are scanned and authorized timely.
•    Ensure controls are in place and maker checker is followed stringently. Adhering to SOP’s and CMPs and ensure that agreed SLAs and TAT are followed.
•    Adherence & awareness of all compliance rules and regulation. Adhere to Clean desk and Desktop policy.
•    Adhering to Compliance (No operational loss) and Adhering to Punctuality and Leave requirements in line with HC policy. Adhering to policies & Procedures.
•    Warning letter I Memo will be issued for any financial loss / Bad conduct and Incident report to be raised which will have direct impact on KPl’s.
•    All E-Leaming courses to be completed as per HR Guidelines
•    Perform supervisory checking or all processes under account services.
•    Ensure no impact on pr10nty / ADHOC processing and ensure exceptional approvals are taken for incomplete documents/urgent processing as per DOA.
•    Support issue identification and resolution – resolve issues on the same day and inform business if query not resolved.
•    Ensure staff are fully cross trained on all products.
•    Ensure SLAs are adhered. Sadara and Private banking requests are processed on the same day as per the Highlighted CRM cases.
•    Monitor accuracy – checking of daily reports and monthly reports to exercise controls and monitor performance.
•    Files to be verified End to End and returned in CRM with appropriate reasons for branches 10 take action and resubmit after correction.
•    Strive for process improvements and co-ordinate with Ops technology partner for end-to-end closure and implementation.
•    Productivity and cost saving projects by bringing about process improvements.

Activities performed by Specialist.
•    Authorization of Signatures. Debit cards. Account opening, CRM requests and Maintenance within the agreed timeline.
•    Blocking / Unblocking and adding Special conditions on customer accounts along with necessary approvals.
•    Allocation of Signature and performing Daily Reconciliation on Signatures
•    Validate Daily Account opening report for identifying any un-authorized account opened by the users not pertaining to Account services and report the same.
•    Rework Reports to be shared on a daily basis for reporting.
•    Performing validation on closed accounts and Account nominations
•    Performing/Identifying special cond1t1ons removed/added by Account Services users.
•    Queue monitoring and ensure all the queues (CRM / ECMS / Signature I Kapiti) are cleared on a daily basis.
•    System access to be reviewed half yearly and passwords provided by systems security should be strictly confidential and not shared at any cost.