For Customer- Collaborate as one Bank to drive value for Customers by simplifying, innovating & promoting digital solutions.
- Lead in the strategy creation on stakeholder heatmap & have periodic connect with them.
- Building a strong environment & awareness on customer journey in the team to appreciate good/bad action of staff could impact on customer.
- Having operating rhythm on opportunity for process improvement & Risk identification.
- Adapt agile way of working to ensure smooth delivery of simplification, Hands-off reduction, & automation Initiative.
- Help vulnerable customer as per policy and log the scenarios.
- Provide best in class customer services by adhering best quality standard & turn around time to be an industry leader.
Finance & Business Delivery- Deliver agreed Financial, Regulatory & Sustainability commitments with climate impact in mind.
- Improve efficiency & effectiveness, developing innovative ideas for the future & simplifying process for ourselves & customers.
- Maintain cost discipline
- Build one Bank culture. in the function by removing boundaries by focusing on outcomes & the collective success of others.
- Manage incidents excellently with transparency.
- Lead & support the team on activity to reduce carbon footprint.
People- Create a healthy & inclusive workplace to make function/Bank a great place to work as build capability to meet the needs of future payment organization & support each other to succeed.
- Build a great place to work by creating a positive culture with Wellbeing, development & leadership at the forefront.
- Work with one team approach and create CoE through building capability of people, resilience within unit.
- Identify the opportunity of Internal & External training/certification for the staff relevant to business and meets staff goal.
- Having operating rhythm on Monthly 1:1 & coaching session with the staff with tracking of actions agreed.
- Recognize good work delivered by staff as appropriate & publish monthly success story.
- Liten to the feedback from staff & Manager to improve the score in coming session.
Risk- Keep the function, system, process safe, secure, compliant & resilient.
- Continue to focus on resilience across the team in function.
- Ensure compliance to process by adhering to policies & managing risk with individual accountability.
- Increased responsibility to identify changes that could impact our controls, services.
- Build better awareness of various policies, regulations etc amongst the team.
- Immediate escalation to line manager and key stakeholders on any customer complaint/Fraud/Data breach/ Suspense Break/ policy violation.
- Promote generative risk culture in the function.
- Build resilience for the function.
Key Success-
* Managed Ukraine Russian crisis Very well and quickly back to BAU.
* Smooth transition to RTO and ensure 100% adherence to it.
* Improved Our view score.
* Completed E&Y audit with no finding.
* Improved resilience within team & Outside team to ensure team manages 100% increase in volume with ease.
* Updating people on ISO 2022: changes