Cluster Head - Liabilities Special Projects - Outsourcing Risk

Confidential


Unit Head | Credit Card Customer Service | Bank |10|14 yrs|
Confidential • Mumbai, Maharashtra • via Call Center Jobs
5 hours ago
Full–time
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Job description
Unit Head - Credit Card Customer Service Service Delivery : - Reports to CCCS Head Leads a team of 40-80 Phone Banking Officers and 4-6 Team Leaders to manage the daily running of the contact center Or service delivery through managed services with 2 DR's 100+ - Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget - Deliver cost efficiencies and increased in Customer Satisfaction Scores- NPS and Internal Quality Scores - Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross sell initiatives to drive income and improve efficiency. - Manage customer lifecycle for credit card product. - Undertakes continuous evaluation of service quality, service levels, unit metrics and processes to determine newer effective customer service mechanisms - Handles Internal external audits Cross sell : - Spearheads sales activation for the Unit by driving cross sell initiatives undertaken by the Channel People Management or Self-Management Responsibilities : - Monitors and enables the achievement of goals and key performance indicators for direct reports and ensures effective implementation of the performance management process in the section. - Develops talent within the team by providing guidance, ongoing feedback, and coaching and development opportunities to individuals to enable achievement of the defined goals. - Lead, inspire and co-ordinate the contact center management team at all levels to create motivated and engaged colleagues. Risk and Internal Control Responsibilities : - Implements the risk policies and processes (operational, regulatory, financial, informational, reputational and audit risks), ensuring that that these meet regulatory and internal requirements. - Implements the internal control systems in the department and participates in the departmental audits. - Implements practices to bridge gaps identified during departmental audits
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HDFC Bank


Cluster Head - Liabilities Special Projects - Outsourcing Risk
HDFC Bank • Mumbai, Maharashtra • via LinkedIn
23 hours ago
Full–time
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Job description
Job Purpose Ownership of the Liability Outsourcing vendors and Special Projects and its integration with Outsourcing Policy. Creation and maintenance database across the Bank for supporting regulatory reporting, create onsite review framework for assessing various types of vendors to ensure adherence to the guidelines stipulated in the Policies . Coordinate with RBI inspection team, Compliance, Audit teams various product teams and ensure to review and submit responses to various regulatory/audit queries in time. Strengthen / enhance the governance across various business units and adopt best practices and policies towards reporting and managing of liability sourcing activities. Plan and schedule for the automation of vendor life cycle management systems. Plan to ensure that Outsourcing Risk is managed across the organization wherever not properly scoped in currently. Handling all special projects with respect to integration of policies /process for liability business outsourcing

Job Responsibilities(JR) : 6 – 8 Areas Actionable (4-6)

· Assume ownership of Outsourcing

Policies · Ensure the process of continuous monitoring and dissemination of RBI and other regulatory guidelines in respect of outsourcing and related matters with respect to Outsourcing · Establish and review various process notes to ensure that best risk management practices are adopted across the Bank on Financial and non-financial Outsourcing

· Prepare and manage the vendor /

activity database across the Bank, for

regulatory reporting. · Establish and ensure coordination with various businesses, operations units and support functions in respect of outsourcing activities and vendor reviews, assessment and database maintenance. · Guide various stake holders to ensure proper reviews of the activities that are outsourced to BCs and the underlying vendor’s capability to service the obligation.

· Vendor oversight and reporting under

the ambit of the Outsourcing Policy -

submit a consolidated compliance

certificate to the ACB / Board

periodically, for reporting to RBI. · Establish and ensure adherence to a process for half-yearly reporting of the note - Review of outsourcing activities to the RPMC and the Board.

· Establish and ensure adherence to a process for yearly compilation of information for Annual Review . · Strengthen / enhance the governance across various business units towards reporting and managing of the vendors / activities in liability business

· Oversee and monitor the quality and

effectiveness of outsourcing vendor

management by respective units - Prepare

onsite review frameworks for assessing

various types of vendors to ensure

adherence to the guidelines stipulated in

the Outsourcing Policy. · Ensure conducting of sample reviews of various vendors across business functions to oversee the quality and effectiveness of the outsourcing vendor management. · Discuss with the various stake holders including the Functional Heads on the reviews and observations and ensure compliance with the Outsourcing Policy of the Bank. · Improve the objective assessment framework of vendors by introducing scorecards etc.

· Review and monitor various Key Risk

Indicators pertaining to Outsourcing Risk

for presenting to ICAAP Committee. · Reviewing and monitoring of various key risk indicators and ensuring proper risk mitigation of the risk items in coordination with the business units. · Ensure reporting of the various key risk indicators to the ICAAP Committee.

· Hire, build, guide and train the team for

quality and timeliness of the team's

deliverables. · Hire suitable talent profiles to carry out the job responsibilities. · Team Members are guided to acquire knowledge and build skill sets to review and assess various outsourced activities. · Ensure adequate automation

Preferred Educational Qualifications Key Skills

· CA/MBA/CFA / PG

Certifications preferred for other than

PG’s : FRM or CAIIB with Risk

Management.

· Risk and Assurance; · Banking Product Process Knowledge; · Supervisory Skills; · Planning and Organizing Skills; · Communication Skills;

Experience Required

· Minimum experience in years – 12 -20 years in Risk or Risk Based Assurance roles

Major Stakeholders

· Alternative Banking Channel

· Partnership Banking

· Branch Control Team.

· IT /BSG Team

· Risk Management

· Compliance

· Internal Audit

· Liability Channels Read more