Processing - Ensure that all non-financial cardholder maintenance requests received thru various channels from respective clients before the agreed cut off time are processed daily within the specified turnaround time and with complete accuracy.
- Ensure that all financial cardholder maintenance requests received thru various channels before the agreed cut off time are processed daily within the specified turnaround time with complete accuracy.
- Ensure that all account set up requests received thru various channels from respective clients before cut off time are processed daily within the specified turnaround time and with complete accuracy.
- Ensure that all card dispatch related tasks are completed with accuracy to ensure smooth delivery and query handling.
- Ensure that jobs assigned during rotation exercise are completed within agreed time frames and with required accuracy levels.
SLA Adherence - Ensure that all requests processed are as defined in the respective SLAs and as per the agreed procedures to avoid any complaints.
- Highlight issues noticed during BAU activities to avoid any potential complaints from clients.
- Effectively handle queries and complaints to ensure timely resolution.
Compliance - Ensure that process documents are followed to avoid any miss outs the daily BAU activities.
- Ensure that the daily check list is maintained and followed to avoid any miss outs.
- Ensure that all daily MIS are updated with accuracy to avoid any mismatch in the unit capacity plan.
- Ensure compliance to all operating policies and laid down procedures so that there are no actions which would lead to breach of service level confidentiality agreements with clients.
- Ensure strict adherence to office discipline, etiquettes, admin rules, HR policies and regulations.
Own development - Suggest initiatives for the improvement of processes.
- Adapt to change in processes as and when required to widen the area of knowledge.
- Follow a self-learning approach thru interactive sessions with peers/superiors ensure own development.
- Attend trainings and informative sessions as mandated to ensure knowledge enhancement.
Performance Measures: - Daily scores.
- Number of 1st pass errors & 2nd pass errors.
- Number of 2nd pass errors.
- Number of tasks learned and handled.
- Instances of SLA (internal/external) breaches.
- Miss outs and customer complaints.
- Absenteeism/late reporting, Reliability/availability.
- Number of initiatives.
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