Job Description & How to Apply Below
Overview
Department: Transaction Banking – Digital Experience
Reporting to: Lead – Digital Experience Support
Responsibilities- Production Support for Corporate Digital Products
- Test Management
- Documentation Support
- Engage with IB/B2B/RDC/Transaction Banking Customers for Production Support
- Support Customers in identifying/resolving Production Issues within SLA
- Customer Engagement through Calls/Emails/Virtual Meetings & Visits
- Prioritize and/or escalate customer questions, queries, complaints and/ or requests as needed to the managers.
- Management of Group Email for Daily queries/issues reported by Customers
- Coordination with internal teams like branch staff, central operations, e banking COPS, IT and Vendors to ensure issue resolution/fixes happen within agreed SLA
- We-Care/We-Assist Management
- Prepare FAQs for frequent issues/queries
- Adherence to governance and control framework of the department.
- Working on any other additional task and responsibilities assigned towards smooth functioning of the department
- Test Management
- UAT Functional Testing for IB/B2B/Transaction Banking Projects /CR/ Enhancements
- Sanity Testing for IB/B2B/Transaction Banking Projects /CR/ Enhancements in Production
- Training Program
- Complete all assigned HR trainings & learning tasks
- Actively participate in all Internal Team Trainings
- Self-Learning to enhance Customer communication skills
- Work continuously on the skill development plan as prescribed
- Omani national only.
- Educational Requirements:
Bachelor’s degree in Computer engineering, or a related field. - Experience of 7-8 years in Banking. Online Banking experience will be added advantage
- Knowledge of Payment & Collection Process
- Understanding of performance metrics & MIS
- Willingness to work in a high performing unit
- Experience in handling below Products will be preferred:
- Infosys Corporate Net Banking
- Intellect Collection and Liquidity Products
- Experience of Customer to Bank H2H Integrations
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