RO:BPCS- Global Helpdesk Team- Activity Champion

Job Description About BBOG BBOG is responsible for issuing policy guidelines in respect of Branch Operations including issuance of circular instructions covering all operational and regulatory compliance and ensuring conduct of functional training programs for branch operational personnel implementation of all ongoing & future developments for branch operations. The team would also handle BOHI Platform in coordination with Risk team Drive Re-KYC completion Responsible for monitoring and effective control of Currency Chest including maintenance of Cash Balance Limit (CBL) within approved limits, Timely Diversion of Funds and Remittances of Funds and ensure that the remittances made to RBI are as per regulatory norms. Responsible for handling statutory notices received by branches and ensure closure of notices, manage repository of FIR lodged by/against the Bank and track notices received at various departments of the bank. Responsible to handle voucher re-scrutiny (Centralised Re-scrutiny Unit) and exception transactions in customer/office accounts including office account triggers. Also work on processes whereby controls on the branch operations could be digitally monitored and that there is a clear visibility within the quickest possible time of deviations permitted at the branches. About the Role BBO Helpdesk handles the User Profile Maintenance (UPM) of 35 applications which are used by the Branches/Departments Pan India. The main responsibility of the BBO Helpdesk is to create/modify/transfer/delete user ids for these 35 applications based on request from authorized officials. BBO Helpdesk also provides timely and accurate responses to the various queries, related to UPM, raised by the Branches in order to reduce the stress and load on the Branches, which in turn would enable the Branches to provide better customer service & smooth acquisition of business. Apart from Handling the UPM related activities, the Helpdesk staffs needs to interact with the internal customers and provides them appropriate solutions for the various queries raised by the users. The queries received at Helpdesk needs to be resolved with in prescribed TAT also officer needs to resolve minimum number of queries as prescribed by the management. The candidates needs to have good proficiency in the computer systems which will help them in resolving the queries raised by the Users with in the TAT as well as achievement of the minimum interactions in a day. The candidates needs to be innovative and should be able to generate ideas to further streamlining of the processes and also bringing in process automation. Participation in UAT and supporting the implementation of new processes/Projects. Key Responsibilities .Achievement of TAT - % of requests resolved within 30 minutes should be 85% and above .Error free processing of requests (less than 1%) .Minimising escalations - reaching to top management .Compliance adherence .Meeting/exceeding the minimum threshold per day interaction that may be stipulated from time to time .Adaptation to new applications/learning initiatives .Global Helpdesk-Process Improvement. .Timely completion of UAT and active participation for successful implementation of new processes/Projects Qualifications Optimal qualification for success on the job is: .Graduation from a recognized institute Role Proficiencies: For successful execution of the job, a candidate should possess the following: .Proficiency in the computer systems which will help them in resolving the queries raised by the Users with in the TAT as well as achievement of the minimum interactions in a day. .The candidates needs to have good proficiency in the computer systems which will help them in resolving the queries raised by the Users with in the TAT as well as achievement of the minimum number of interactions in a day.