Team Leader - Alerts Screening

• Solely responsible for screening and discounting of alerts in digital onboarding process.
• Ensure alerts are adequately reviewed and analyzed prior to discounting or escalating to L3 for GCD review.
• Ensure discounting of alerts is done as per GCD guidelines / Policy.
• Ensure SLAs agreed with stakeholders are adhered.
• Ensure user access reviews are conducted on a bi-annual basis.
• Ensure system enhancements are developed based on detailed specifications and deployed after thorough testing.
• Ensure SOP remains current and aligned with GCD Policy and regulatory mandates.
• Arrange periodical review meetings with stakeholders and track action items till closure.
• Arrange periodical refresher trainings for team.
• Ensure complaints received from stakeholders are acknowledged, responded to and status is updated in tracker.
• Ensure access to sensitive customer data remains restricted.

Key Accountabilities of the role:

Process Ownership & Control

• Ensure QC checklist is reviewed and updated periodically to align with Policy, SOP and workflows.
• Ensure understanding gaps identified through QC are corrected through periodical refresher trainings.
• Ensure errors are rectified on a timely basis.
• Ensure incidents are reported and logged as per bank’s policy.
• Ensure adherence to SLA & TATs.

Team Management

• Ensure trainings announced by HR & adhoc assignments are completed (by the assigned onshore and offshore team) on a timely basis.
• Ensure team remains updated with regulatory changes / guidelines published by GCD.
• Ensure process-related trainings / refreshers are conducted on a periodical basis.
• Ensure goals set-up and performance reviews are completed on time.
• Maintain adequate level of engagement within the team.
• Ensure staff accesses are aligned with role requirement.

MIS & Analysis

• Ensure MIS / reports are published regularly.
• Conduct periodical trend analysis and share feedback with senior management and stakeholders.
• Ensure ISG guidelines on data security are adhered to and information is shared with intended recipients only.
• Drive process automation to reduce potential errors.
• Support with preparing detailed BRDs ensuring requirements of all stakeholders in the workflow are adequately documented and signed-off.
• Ensure detailed E2E UAT is conducted successfully, and evidence saved prior to sign-off.
• Conduct sanity check post-deployment.

Specialist Skills / Technical Knowledge Required for this role: