Company Description Join an American MNC, which provides Private Banking, Asset Management, Treasury & Security Services, Private Wealth Management services and is one of the largest banks in the United States with a history dating back over 200 years. American multinational banking and financial services holding company with almost 240,000 employees in 60 countries
Writing end user manuals, administration guides, online help guides, training documents, and process maps.
Ability to understand the lifecycle of key operations process, system architecture and data flows and interactions of users with the system
Solicit materials and work from verbal communications across various teams to formulate the user guide
Conduct user acceptance testing (UAT), able to navigate around systems and simulate user actions in test environments to create effective user guides with screens
Able to create visually impactful and intuitive user guide for the appropriate audience
Identify any operations gaps and potential efficiency improvement on mapped processes
Bachelor Degree in Banking & Finance / Engineering / Information Management / Business Administration or other equivalent qualifications
Minimum 3 years of proven working experience as an Operations Analyst within the Banking industry, and ideally 2 years of technical writing or document process mapping experiences
Knowledge of Private Banking industry and some understandings toward KYC/AML, Client Onboarding
Other Essential skill sets would also include the ability to work independently, attention to details, and strong data analytic skills
Having excellent communication skills (verbal and written), including the ability to effectively interview subject matter experts (SME) on the routine processes
Expertise and confidence in using the following software applications (e.g. Acrobat Professional and Microsoft Office Applications such as Visio, Word, PowerPoint, SharePoint)
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases