Key Responsibilities:
As we build a Client-obsessed Digital Bank , our focus towards best-in-class Client Experience has seen an unprecedented high . The role has been sketched to meet such high demands
- Responsible for CGW Complaints reporting strategy, automation and execution management
- Accountable for BAU and Adhoc complaints and insights reporting, including regulatory, LOB insights and trends. This includes but not limited to reporting for BRCC, BRCF, Regulatory, Audit, Insight and Scorecard. It excludes reporting on Complaints handling health checks managed by Operations such as Aging complaints, open complaints and complaint handling TAT etc.
- Represents the data and insights at necessary Executive updates and Governance forums (e.g. Global and Regional Complaints Forums)
- Accountable for metric insights and trending analysis
- Supports the metric and scorecard targets process
- Partners with Countries to drive action across CGW on top priority pain points to ensure positive change and where possible elimination. This would include process enhancements from root cause analysis.
- Responsible for Third Party Management of complaints reporting support partners (e.g. TCS).
- Leads a team of Reporting Analysis to ensure accurate and on time reporting needs coverall of CGW (Consumer, Private Bank and W@W)
- Supports transformation projects to enable improvement to complaints management ecosystem including system, data and processes enhancements
- Partner and work with various stakeholders across (not limited to Client Franchise Management, Product/Portfolio Functions, Client Experience , Operations & Technology Functions et al.) the franchise with an unwavering focus on delivering delightful Client experience
Knowledge/Experience:
- 10+ years of experience in business management or reporting roles.
- Experience implementing projects with Lean and/or Six Sigma methodology preferred
- Strong written and verbal communications skills with the ability to articulate complex problems and solutions through concise and clear messaging
- Experienced in quality and data management with excellent organizational, follow-up and time management skills
- Highly motivated, strong attention to detail, team oriented, organized
- Strong people management skills with the ability to hire, develop and coach direct employees
- Ability to build presentations that convey a clear story supported by data findings
- Have demonstrated prior experience in managing region-wide programs with tight delivery timelines
- Identify emerging trends/risks in underlying business practices across business areas
Skills:
- Strong strategic and analytical skills that are sharply Client focused
- Ability to influence and drive senior business discussions/forums across businesses through keen understanding of business priorities, functional sensitivities with clear articulations of trade-offs, risk and rewards of the options at hand without losing the end objective of enhancing the Client experience Ability to interact professionally with diverse groups, executives, managers, and subject matter experts.
- Have excellent critical-thinking, communication (written and oral) and interpersonal skills to manage expectations of senior business stakeholders . Pragmatic problem-solver, forward thinker with independence of thought Demonstrate necessary maturity to deal with senior management, engage peers and effectively manage, influence and guide colleagues
- Able to develop, implement and execute high impact business transformation strategies Demonstrate capability to synthesize, prioritize and drive results with a strong sense of urgency
Competencies:
- Ability to multi task and to deliver requisites on time
- Results oriented, assertive, innovative and resourceful
- Attention to detail
- Ability to work in fast-paced environments, multitask and respond in short timeframes
- Creative approach while dealing with ambiguity with the ability to anticipate challenges and develop innovative
Qualifications:
Bachelor/Master Degree or equivalent
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Job Family Group:
Project and Program Management
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Job Family:
Program Management
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Time Type:
Full time
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