AVP - Transaction Monitoring - BFSI

Position : AVP-Transaction Monitoring,

Location: Mumbai,

Qualification : MBA.

Job Description :

- To manage department planning, operation of the unit.

- Problem-solving of a team analyst to meet with the required service level components & standards by Call monitoring, coaching and feedback

- Responsibility for delivery of superior customer experience

- Automation of various manual processes/ excel trackers for FCU.

- Recommendations for modification of existing fraud alerts and process development based on customer complaints, fraud trends, dispute trends, feedback and analysis of the same.

- focal point of dissemination of information from management to team and vice-versa

- Responsible for overall performance of the team.

Key Skills :

- Should have the ability to spot opportunities for improving analysts calls .

- Should posses- strong knowledge of running call center unit.

- Ability to identify & deliver various automation projects.

- Ensure the unit behave professionally and create a good working environment, increase morale of the team members.

- Facilitate training sessions to the team members.

- Good knowledge about MS-Excel.