K S Noorulla

• Monitoring, detecting, potential incidents (real time) across enterprise critical services which may carry significant reputation, regulatory and/or financial impacts to ANZ & and its customers
• Supporting Institutional customer queries via emails/calls
• Monitoring Services, publishing incident communications (internal & external) and providing Operations support for various enterprise assets
• Providing Key Client Support to Appointors (Suncorp, Citi bank, MUFG, BOC.Etc (Other tier2 banks)) and government payments inclusive of monitoring and management of disruptions to their respective services
• Liaising with Frontline, Operations and Technology Support teams to resolve incidents and platform issues timely and efficiently
• Assisting clients in IP whitelisting, UAT and BAU payment file errors
• Assisting client integration managers in setting up new client profiles
• Monitoring and ensuring settlement exchanges between the banks get reconciled at every exchange and end of the day
• Ensuring all NPP Payments gets settled within agreed SLA's and notifying NPPA (New payments platform Authority) on any disruptions of the service / Planned changes on the platform
• Working collaboratively with customers, business units and technology partners
• Extending support to wholesale Digital Channels and Institutional Banking Applications

• Lodging disputes with VISA, Master Card, EFTPOS and ATM transactions disputed by customers
• Filing pre arbitration and arbitration with VISA, MasterCard, Amex and EFTPOS
• Resolving ATM cash dispensing error disputes
• Reconciliation of MasterCard, Visa, Amex and people soft General ledger accounts
• Ensuring Issuing, Acquiring & EFT accounts are within tolerance levels
• Assisting team in clearing outstanding entries and processing corresponding entries via Transactive, Direct Entry and Web Vouchers
• Preparing daily reports and publishing it to the leadership team
• Interacting with stakeholders to update customers about the status of the requests
• Handling escalations from stakeholders, customer/merchant and ensuring the corrective actions are in place and streamlining the process
• Preparing Process Documents
• Handling APCA complaints

Additional Tasks

• Work allocation across the queues and monitoring the accounts effectively to manage within tolerance levels
• ATOM Planning and discussing the variances with the team and stakeholders
• Monitoring SLA’s and ensuring the requests get addressed in timely manner
• Providing training to the new staff and assisting in resolving their queries
• Floor walking whenever needed during line manager’s absence
• Contributing towards process improvement plans
• Collaborating with other teams to work on macros for process simplification and participating in team activities

• Tracing funds for ANZ customers and OFIs
• Sending replacement cheque requests to OFI for lost cheques
• Validating transactions and providing the remitter details, destination of funds and recalling of funds from ANZ customers or OFIs
• Sending Presentment requests to OFIs for unprocessed cheques
• Passing web vouchers and online reversal to reconcile accounts
• Follow-ups with OFIs for pending queries
• Follow-ups with branch managers and account controllers, relationship managers for authorization to return funds which were processed to ANZ customers incorrectly and reconciliation of A/c’s
• Handling AFCA complaints and providing valid documents