Job closed
Ref: LP085-1419
Job description / Role
• Ensure timely processing and resolution of all queries raised by the end customer.
• Track closure of all queries and prioritize requests which are being aged in the system
• Coordinate and collaborate with other departments/functions to expedite resolution of queries
• Adherence to Contractual SLAs/KPIs etc
• Ensure that day-to-day tasks are completed to agreed deadlines and quality standards/ documented processes and manage day-to-day performance
• Develop a motivated and energetic team
• Actively ensure implementation of OPEX principles in day-to-day operations
• Perform goal setting for direct reports and complete Performance assessment and Development Planning in line with the defined schedules
• Communicate performance and issues with leadership
• Summarize findings from daily / weekly activities to communicate with leadership
• Take up the weekly dashboard calls with the client and send the MOMs and ensure action agreed in MOM
• Regular 1 on 1 with the team
• Ensure that the agreed reports and dashboard are sent to the client on agreed timelines
• Conduct daily Huddles to drive productivity and Accuracy for the team.
• Good communication and interaction with the client in day to day operations
• Good team and people handling skills
• Good system knowledge
• Ability to understand Complex Regulatory and Compliance requirements within the banking space
• General awareness about money laundering trends and terrorism financing
• Knowledge of sanction or high risk countries, SARs (suspicious activity reports), CTRs (currency transaction reports) etc.
• Knowledge of high risk countries, businesses, PEPs (politically exposed persons) etc.
• Perform assignments/deals/tasks of high complexity and resolving queries
Requirements
• Extensive exposure to this skill and related work experiences in Payments.
• Domain knowledge about SAMA Payment model
• Moderate exposure to this skill and related work experiences.
• Can assist other team members with questions and problems related to this skill
• Applies skill (at basic level to work situations, with some guidance.
• Applies skill (at advanced level) to work situations with medium complexity, with little or no guidance.
• May train and/or direct the work of others in application of skill.
• Regarded as a centre wide resource on this skill.
• Applies detailed knowledge and skills to complex (or new) work situations in multiple settings.
• Trains and/or directs work of other in complex facts, methods, and techniques related to the skill.
• Proficiency with PC/MS Office is essential
• Strong interpersonal and communication skills to be effective with Client / Deal Management and team members
• Good Analytical skills with Problem solving ability
• Team building skills
About the Company
Saudi Networkers Services, incorporated in 2001 with an aim to provide the world class business and consulting services through a combination of market insight, technical excellence and unrivalled agile methodology.
Our success stems from building strong relationships and trusted partners, which enabled us delivering exceptional services to public sector, as well as some world's leading organizations, in Telecommunication, Information Technology, Cyber Security, Banking, Energy, Utilities and various other industry arenas.
We collaborate closely, ideate that how the work gets done, while working alongside businesses to collaborate on growth and applying breakthrough innovations, that drive exponential impact, managed by teams specialized in their assigned industry sectors.