Job Summary

To manage complex banking operations cases, perform advanced validation, support quality ownership, handle exceptions, prepare operational inputs and contribute to transition stabilization across servicing, fulfilment, asset finance, product support, nCINO and QA workstreams

Key Responsibilities

• Own complex or high-risk cases requiring deeper product, document, mandate, system and customer instruction analysis.
• Perform advanced validation for lending, asset finance, servicing, fulfilment, card, product support and regulatory QA cases as per assigned LOB.
• Review exception cases such as mismatches, missing approvals, aged cases, rejected cases, potential fraud indicators, payment / account update issues and documentation gaps.
• Provide floor support to E0.1 and E0.2 team members on SOP interpretation, case categorization, quality feedback and escalation
• Prepare daily / weekly inputs for volume, SLA, ageing, quality defects, backlog, productivity and risk action plans.
• Participate in process improvement, root cause analysis, defect reduction initiatives and knowledge base updates.
• Support KT transition activities including SOP review, process walkthroughs, shadowing, reverse shadowing, certification support and hypercare issue logs.
• Coordinate with Team Leader, QA, training and onshore / client contacts through approved escalation routes for process clarifications.

Ensure outputs are audit-ready, evidence-backed and aligned to customer outcome expectations

Skill Requirements

• Graduate in any stream; Commerce, Finance, Banking, Accounting or Business Administration preferred.
• 3-4 years of banking operations experience in servicing, lending, asset finance, cards, chargeback, fulfilment, quality assurance or back-office validation.
• Banking certifications such as CIB / JAIIB / CAIIB or equivalent domain training preferred.

Demonstrated ability to manage complex cases, mentor peers and contribute to quality / MI routines

Other Requirements

• Strong understanding of banking operations journey from request intake to verification, processing, fulfilment, reporting and governance.
• Knowledge of retail and corporate / commercial banking products, including business accounts, cards, lending, asset finance, payments and servicing amendments.
• Ability to interpret SOPs, process maps, control requirements, customer instructions and evidence standards.
• Working awareness of GDPR / data privacy, AML / fraud escalation principles, mandate controls, audit trail and regulatory adherence.
• Intermediate MS Excel skills for trackers, pivots, filters, data validation, aging analysis and operational MI inputs.
• Proficiency in workflow, mailbox, document repository and client application navigation after process training.
• Ability to create clear case notes, process updates, defect logs and RCA inputs.
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