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Date: Saturday 16th June 2018
Time: 10.00am - 12.30pm
Venue: RBS Business Services Pvt Ltd, Olympia Technology Park, 8th Floor, Fortius Block, Guindy, Chennai - 600032
Role Type : Fixed Term Contract (FTC) role
This role requires the individual to deliver successful customer/business outcomes, by processing/authorising/investigating all transactions to defined Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) and/or by accurately collecting the required information from customers/business. They actively participate in initiatives to improve customer service, processes and procedures.
As a CS&O Analyst, your key responsibilities will be:
Processing performed accurately by you as per approved Process/Procedure manuals within agreed Turn Around Time/SLAs
Investigate queries accurately and raise with the relevant parties without delay and escalated where needed
Support process training and knowledge sharing within the team
Recognizes and escalates issues and seeks advice when faced with non-standard issues/problems.
Capture and collate MI as required according to recognised processes and practices
Complete all mandatory training/accreditations as applicable to your role and your team
Support improving team and customer performance by Role modelling Core Service Behaviours, Our Standards and adoption of Determined to Lead tools and techniques
Suggest areas of customer/business focused improvement in their daily processing and escalate appropriately
Review manual or ineffective processes which could be automated, or enhanced, to enable the provision of superior customer/business experience/service
Review processing errors and customer complaints to identify trends and training needs
Comply with Our Code, all RBS policies, ‘How we manage RBS’, and if applicable ‘How we manage our Business’, and deliver against all relevant statutory, regulatory, supervisory and legal obligations. Additionally, use the ‘Yes’ check to guide and support decision-making.
Own, manage and supervise the risks which exist in the business area, ensuring mechanisms are in place to identify, report, manage and mitigate risk within a defined Risk Appetite, working in conjunction with the 2LOD
The Skills you’ll need
Fresher's Graduates (2016 and 2017 Pass out only) and post Graduates (2017 and 2018 Pass out only)
Be aware of changes in trends/policies/regulations as applicable to your business
Understanding of the industry and customers
Comfortable with 24*7 rotational shifts
Thorough understanding of product and processes, banking systems
RBS doesn’t just provide you with an exciting work and a generous pay package. We take pride in ensuring your personal and professional developments are first and foremost. You will have access to a range of development and learning programs, services and support designed to help you manage and balance your work/life priorities.
Whether its retirement planning, supporting a charity close to your heart or taking care of your well-being, RBS makes sure you are taken care of. For more information on our benefits, please visit our website.
At RBS, our purpose is to serve customers well. We serve around 24 million customers across the globe, and our aim is to consistently meet their needs wherever they find us. Our ambition is to become the UK’s number-one bank for customer trust, service and advocacy by 2020. Our global workforce is integral to helping us achieve this goal.