POSITION DETAILS

1.       Roles & Responsibilities – include specific functions/ tasks/ performance objectives

The TL ( Client Valuation Group) is a key position within the GCSA Structure  He/She is expected to deliver on the following responsibilities:

• Operational Excellence :
• Drive highest level of customer service and ensure escalations are quickly resolved with

        emphasis on fixing root cause to prevent recurrence.

• Consistently meet  Process SLAs and KPIs
• Manage E2E escalations
• Support BAU for complex queries resolution
• Structured process around Error tracking,  Analysis, feedback and Knowledge Management
• Ensure adequate Backups are maintained for each function/person.
• Support BAU based on business need for complex queires and own escalation from an End-to End perspective
• Manage/ support  operational projects

• Risks and Controls
• Strong risk and controls mindset with hands on experience at managing operational Risks in external client facing functions
• Drive 100% compliance to   Polices and  Controls to mitigate Risks through education and

        monitoring of Team members.

• Good understanding of  Policies pertaining to Client  Data Confidentiality  and  Privacy in Banking and Financial services Industry

• Productivity and Quality
• Meet Productivity Targets identified for the Process.
• Drive Process Improvement and cost reduction initiatives with the Team .
• Partnership
• Build strong partnership with Onshore Teams and Internal Customers through operational

       excellence and  proactive communication.

• People
• Regularly mentor and coach Team members.
• Build energy, enthusiasm, motivation and confidence on the floor