Manager-Individual Account Onboarding.Retail Banking Ops - CCAM
- Bangalore, Karnataka
- Permanent
- Full-time
- Ensure the completeness and accuracy of customer data/documents, aligned with policy adherence before onboarding.
- Ensure adherence to the onboarding process on the bank's system, maintaining data accuracy and confidentiality of PII data.
- Provide guidance in developing and maintaining procedures for product/process implementation related to customer onboarding and lifecycle management.
- Be part of business decisions and work closely with Product and Digital Squads to ensure accurate requirement sharing for delivering the right customer experience and driving straight-through processing.
- Work closely with business partners and technology teams to meet customer experience goals and drive the digital agenda.Responsibilities:- Complete understanding of policies and procedures for retail customer onboarding.
- Review account opening information and documents to ensure compliance with guidelines and standards.
- Ensure customer documents are complete & verified and perform appropriate data verification for both STP and non-STP cases.
- Perform system-related and negative checks accurately.
- Monitor and reduce re-work cases and provide feedback to enhance the digital journey.
- Drive a positive culture with continuous training on account opening and AML processes.
- Maintain high-quality delivery standards to achieve satisfactory audit ratings and customer satisfaction.
- Educate and guide the team on due diligence for account reviews.
- Manage customer request queues and ensure adherence to SLA/TAT.
- Complete second level and Day-2 checks for exception handling cases.
- Monitor and analyze daily volume to ensure effective floor management and customer experience.
- Regularly review and update standard operating procedures.
- Regularly review payables accounts to ensure reconciliation.
- Adhere to change management guidelines and support UAT for system upgrades.
- Coordinate with various teams to resolve gaps and deficiencies in account opening processes.
- Conduct daily huddles, manage team productivity, and engage in staff development activities.
- Ensure transactions are processed as per SLA with minimal errors.
- Work towards process innovation and automation to drive STP.Qualifications:- Comprehensive knowledge of general banking, with a preference for experience in customer onboarding procedures and local UAE compliance policy.
- Adequate working experience with online banking channels and digital products related to account management.
- Familiarity with core banking systems (preferably Flex Cube), workflows, robotic process automation, and digital journeys.
- A minimum of 8-12 years of experience in the account opening domain, AML, and other retail banking areas.
- Strong written and verbal communication skills, along with good analytical thinking and interpersonal skills.
- Proficiency in MS Office tools, presentation skills, analytical abilities, and experience with MIS reporting and analysis.
- Ability to work under stringent timelines with excellent time management skills.
- Effective decision-making power and the ability to handle conflicts.About Us:The leading financial institution in MENAWhile more than half a century old, we proudly think like a challenger, startup, and innovatorin banking and finance, powered by a diverse and dynamic team who put customers first.Together, we pioneer key innovations and developments in banking and financial services.Our mandate? To help customers find their way to Rise Every Day, partnering with them throughthe highs and lows to help them reach their goals and unlock their unique vision of success.Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.