- You are invited to attend a walk-in interview at the Royal Bank of Scotland, chennai.
Please carry a photo copy of the following mandatory documents. You will not be allowed to participate in the drive without these documents (i) Updated Resume (ii) 2 passport-size photographs
How to Apply for this role:
1. Go to india.jobs.rbs.com
2. Search for job reference number: 80462
3. Apply for this job online
4. Take a print out of the confirmation email and bring it with you to the walk-in drive
Date: Saturday 8th Sep 2018
Time: 10.00am – 12.30pm
Venue: RBS Business Services Pvt Ltd, Olympia Technology Park, 8th Floor, Fortius Block, Guindy, Chennai – 600032
Contact Person: Kandesh Kumar
Degree: Fresher(B.A, B.Com, BBA,BCA, B.Sc Non-IT)(2017-2018 Graduates only)
Please note: Students with an engineering or IT background and Post Graduates are NOT eligible for this role.
CANDIDATE NEED TO BE COMFORTABLE WITH THE WORKING HOURS (24*7 Rotational Shifts).
Job Title: Customer Service & Operations Analyst
Purpose of the 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:
Manage interactions with the end customers
Maintain accuracy/customer satisfaction as per the guidelines/parameters
Interaction with the onshore teams as and when required
Ensure meeting the SLAs
Process adherence and maintaining accuracy levels
Ensuring customer satisfaction scores are as per the benchmarks
Ensuring internal quality scores are achieved as per the benchmarks
Contribute to building process capability and participate cross training
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.
RBS SERVICES INDIA PRIVATE LIMITED
RBS doesnt 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 UKs number-one bank for customer trust, service and advocacy by 2020. Our global workforce is integral to helping us achieve this goal.
With colleagues across 5 main states, and connected across-the-globe by common values and a unified ambition, RBS India delivers vital bank functions that help us offer truly round-the-clock support to our UK customers, and 24/7 banking to our international customers.
RBS welcomes applications from all sections of the community
: RBS Business Services Pvt Ltd, Olympia Technology Park, 8th Floor, Fortius Block, Guindy, Chennai - 600032