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Process Associate

Posting Start Date: 2014-09-06

Posting End Date:

Job Ref: 16293

Location: Mumbai, 

Category: Business Support

Employment Type: Full-Time

Brand: RBS Group

The Responsibilities

JOB PURPOSE

           

The primary responsibility of the role is to undertake Client Servicing / Account Services activities / Processing of electronic and manual payments / Payment support in accordance with SLAadhering to the agreed TAT ensuring Client satisfaction.

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PRINCIPLE ACCOUNTABILITIES

EXPECTED END RESULTS	MAJOR ACTIVITIES/RESPONSIBILITIES
Perform Daily processing	Payments: Process electronic /manual ,domestic /cross border payments and internal transfers adhering to the procedural guidelines Monitor intra day and End of Day queues to ensure that all payments received within the cut off times are actioned upon. Ensure all reporting timelines are met as per agreed TAT FIAT: Handle payments failing in the Fiat queue for countries as allotted by the Team Leader from time to time,  adhering to the procedural guidelines MAPI: Perform all the pre processing checks( Test Key, Contract, Signature and Limits) adhering to the procedural guidelines CLS: Ensure all MT900/910 are processed as per the agreed TAT. Responsible for possessing with 100% process knowledge and also aim at acquiring the underlying product knowledge. Ensure all daily positions and reporting timelines are met as per agreed TAT Ensure accurate calculations of the claim amounts for the defaulted payments and limit calculations for the outstanding long positions. Complete the RBAC & BCPchecks monthly as per the agreed timelines Ensure Scan & review checks are done on daily basis To attend client calls wherever necessary. Netting: Process Netting Activities scheduled for the day as instructed by the client adhering to the procedural guidelines and the exceptional handlings. Monitor if there are any manual payments to be made through Access Online and ensure that all payments are initiated with Good value on time. Ensure that Reconciliation of Netting Accounts are done periodically as agreed with the client (If Applicable) Make sure that Interest claims spreadsheets are prepared and notified the clients before deadlines. Ensure all reporting timelines are met as per agreed TAT Client Servicing: Primary point of contact for external clients for facilitating their Service requests, transaction, enquiries, resolving of discrepancies and transactional errors. Work with internal stakeholders for service requirements, enquiries, and instructions. Resolving Queries through emails and calls to have end to end resolution. Account Services Process account opening/maintenance , Billing and Liquidity Management Products related activities in adherence to the procedural guidelines Monitor the processing queue to ensure all the activities assigned are completed within the agreed TAT. Common: Suggest areas of improvement in their daily processing and escalate appropriately Initiate /participate in atleast 3 workouts per year which would result in process efficiency ,risk mitigation and customer satisfaction
Ensure Process SLA-timeliness & accuracy	Maintain process accuracy at 100% and TAT at 100% Reduce operational errors by 25% from previous year and thereby contribute to the reduction of operational loss by 10 %
Manage internal and external customer satisfaction	Respond to client queries both through mails and CSE and manage escalations effectively Adhering to timeliness while sending reports to Business Partners and other internal stakeholders Maintain Management Information Systems effectively and efficiently
Manage operational risks and build a culture of control	Ensure timely completion of mandatory courses in GPL ,SABA,etc.. Adhere to GPF standards without any breaches  (PSPS,Record management policy etc..)
Technical Knowledge and skills, Self development	Ensure 5 man days of training in both technical aspects and soft skills perspective   Get Cross trained with activities in other teams Clear Skill Assessments in cash (CSA 1) Clear Processor training and work towards clearing authorizer training Ensure personal and professional details are updated in people soft portal at regular intervals

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