JobPurpose:

To implement and provide support for Remittances/NRI operations and customer service from the US. Objective is to maintain consistent and high quality service, superior customer experience & engagement. Make sure that all checkpoints and consistent correct criteria are applied to processes and controls.

AreasofResponsibility

• Develop and implement new Remittances Product/ processes for improved product performance.
• Develop operational and Customer service documents for projects / Improvements focused on enhancing customer experience, improving profitability and generating revenues for Remittance and NRI business.
• Assist in the creation and updating of Remittances and other product notes, processes Notes & SLAs of the Branch with the bank.
• Manage and implement customer communications from the US to achieve the overall business objectives of Remittances and NRI services.
• Collaborate with internal departments to design, build and deliver an industry-leading customer experience with process, structure and standards in place to support this experience on new & existing product.
• Developing and supporting on-going reporting (dashboards, KPIs, etc.) and campaign analytical requirements (Pre & Post Implementation reports) for the Remittance and NRI teams
• Keep abreast of emerging issues, trends, and evolving regulatory requirements to identify new opportunities and assess potential impacts. Ensure risk issues are identified, mitigated and reported.
• Ensure procedures and controls are consistent and in compliance with appropriate regulatory and procedural protocols. Ensure that all the processes and remittance/NRI services are in compliance with all policies, rules and regulations.
• Identify market requirements for current and future requirements by conducting market research supported by on-going visits/communications to customers and research companies.
• Partner with IT, lines of business, support functions in the US and abroad, and external partners to manage all aspects of the Remittance/NRI services product development.
• Ensure that all audit & compliance issues are adhered to within timelines.
• Responsibilities include remittance center sales process management, event management, guidance & coaching for sales initiatives.
• Other projects & duties as assigned

Functional Skills

• Basic knowledge of customer service and operations
• Some knowledge of Bank processes and laws
• Knowledge of marketing concepts and process controls
• Demonstrate the ability to deliver complex projects
• Behavioral Skills
• Willing to learn and quick learner
• Adaptable and flexible
• Ability to multi-task and Analytical skills
• Effective in inter-personnel communication
• Able implement processes with efficiency
• Analytical & creative thinking
• Problem solving
• Multi-tasking

Job Type: Full-time

Benefits:

• Dental insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Work Location: In person

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