Officer - Chennai, India - Standard Chartered

Standard Chartered

Verified Company

Chennai, India

1 week ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Job:
Operations

Primary Location:
Asia-India-Chennai

Schedule:
Full-time

Employee Status:
Permanent

Posting Date: 13/Feb/2023, 12:24:10 AM

Unposting Date:
Ongoing

Domain Capabilities

Product / Domain Knowledge
Possesses in-depth understanding (end to end) on the product / process

Having knowledge of Credit / Debit Card transaction cycles.
Having knowledge of the endtoend process of chargeback.
Able to perform rule based technical work involving acceptable deviations and exceptions
Should perform the chargeback process in line with Visa/MasterCard/RBI rules and regulations.
Able to identify, understand and articulate the requirements of the products from customer point of view & how it will benefit them
Able to guide the front end to get the relevant details/supporting documents to proceed with the chargeback process as per Visa/MasterCard rules and regulations.
To keep in mind the customer's expectations with reference to conversion of transactions to EMI / RATE CHANGE / TENOR CHANGE / PRODUCT CHANGE

Process Management

Able to identify opportunities to automate repetitive logic based manual activities.
Ability to identify automation opportunity to avoid unnecessary excel tracking.
Perform independent activities concurrently
Ability to analyse the disputes in all aspects in line with Visa/MasterCard chargeback guidelines.
Highlight to seniors in case of exceptions and also for high value cases.
Give inputs from ground level after understanding the big picture
Having end to end understanding of the process starting from the receipt of dispute form and the closure of case to provide the inputs to avoid any process lapse or process gap.
Supports and involves in change management plans in achieving mutual objectives to manage change.
Ability to update their knowledge as when there are changes in the Visa/MasterCard/RBI rules and regulations.
Open to suggestions and experimentation
Should be willing to experiment by capitalising on the UAT environments available for various projects to check the process improvements by change of parameter settings in CCMS / Cards 400
Should be willing to experiment effectively which would bring in reduction of TAT for customer, process efficiency, cost saving or increase in revenue without any disruption to BAU activities
To have a sense of urgency in meeting deliverables in TAT and Accuracy
To always have customer requirements in mind while executing Credit card transactions
To perform all the credit card transactions right the first time

Capacity Planning

Possess ability to understand the work plans and organizes their own work effectively
Able to identify sudden changes at a transactional level
Raises issues when they see the task is at risk
Completes work as assigned

Operational risk Management

Understands what the various risks are at transaction level and some of the mandatory actions that need to be performed.
Escalates issues to senior management within parameters of role
Describes the fundamentals of operations risk
Awareness on transactional level fraud

Behavioural Capabilities

Precision Accuracy

Able to drive quality work within team and self
Proof reads work and/or checks the process delivered thoroughly in order to eliminate errors.
When issues present consults with others in order to ensure he/she has resolved them in the appropriate way.

Client Centric

Considers the impact of their actions on the endtoend process and customer.
Able to provide differentiated customer service for various types/ grades of customers
Treat all clients with respect and cultural awareness
Able to show empathy in terms of keeping the customer point of view while processing a transaction / working

Communication

Possesses ability to translate complex information into easy

- to-understand language

Proficient in both verbal and written communication
Escalates issues and concerns in a timely manner

Problem Resolution

Understands the situation and perform right escalations
Being able to provide data for performing root cause of the problem
Ability to speak up when in disagreement and opposition
Ability to understand the existence of crisis and conflicts
Able to work in a team with good interpersonal skills

Managerial Capabilities

Stakeholder Management

Understands and knows who the stake holders are and meets SLAs.
Able to provide timely and accurate response to queries / request raised by Stakeholders

People Management

Able to co operate and work as a team in an open and approachable style.
Be good team player taking team's goals in to consideration.

Change Management

Understands the need for change and willingly accepts it
Able to quickly adapts to changes with regards to process, projects, behaviour etc
Ability to look beyond self interest to collective interest
To positively re