AM Card Operations

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Principal Responsibilities

·Responsible for query and escalation handling for vendor handled process in Cards & Loans.

·Responsible for governing the vendor on monitoring daily volume, performance & work in progress management, to ensure SLA and TATs are not breached.

·Responsible for policy dissemination, change in process and policy management updation to GSC & vendor.

·Responsible for GSC governance on activities that are outsourced.

·Responsible to meet quality and SLA parameters of GSC on daily basis.

·Stake holder management with Front line teams and Business to ensure smooth operations for Cards & Loans account opening.

·Responsible for working closely with CCR, SFR, ISR on an ongoing basis on projects and UATs.

·Responsible for validating, checking/tracking & facilitate rectification of errors identified by the Concurrent audit and BRCM to avoid customer complaints & regulatory breaches.

·Responsible for application archival and retrieval for account opening documents.

·Responsible for collating relevant MIS for dissemination to Business/Management.  Analyze the key pointers in the MIS and identify those aspects, which need to be fine-tuned to facilitate highest levels of service delivery to our customers.

·Maintain HSBC internal control standards, implement and observe Group Compliance Policy and maintain awareness of operational risk and minimize the likelihood of it occurring.

·WFM objective to be met, should at least achieve 85% or above of Production Availability for 94% of the working days.

      100% completion of all Global Standards, regulatory and HOST required mandatory training (LMS) within the deadline.

Key Responsibilities 

• Coordinating with the multiple vendors for processing of card embossing & PIN files
• Handling frontline customer queries & complaints.
• Daily reconciliation of cards embossed & delivered.
• Returned cards inventory tracking and re-direction.
• Destruction of retained card as per set frequency.
• Stock recon & Indent tracking (card plastic & stationary).
• Invoice Processing.
• Implementation of new product launch for cards.
• Computation of various MIS.