Manager, Customer Service & Automation-Trade Operations
Job Description
Title: Manager, Customer Service & Automation-Trade Operations
Company Name: BRAC Bank Limited
Vacancy: Not specific
Job Location: Anywhere in Bangladesh
Employment Status: Full-time
Educational Requirements:
∎ Minimum Bachelor's degree from a reputed university with a satisfactory academic track record;
∎ Certification in the following sector will be an added advantage - CDCS: Certified Documentary credit specialist, CETS: Certified Expert in Trade Service;
Experience Requirements:
∎ 7 to 8 year(s)
Job Context:
∎ BRAC Bank is one of the top sustainable banks in Bangladesh. Established with a view to financial inclusion, BRAC Bank is the pioneer of SME Banking in Bangladesh, delivering a full array of banking services to individuals and business entities. Its strong financials, along with the best credit rating from the top global and local rating agencies and numerous recognitions, speak of the bank`s aspiration towards becoming the best bank in the country.
∎ BRAC Bank is currently looking for a number-driven, digitally savvy, intelligent, goal-oriented, enthusiastic individual for the following position in its Trade Operations Department, Operations Division:
Job Responsibilities:
∎ Continuous idea generation in the digitization of trade services;
∎ Contribute to the functional development analysis of new system development;
∎ Closely work with CBS (Core Banking Solution) and in-house IT team for customization and new requirements with logic generation;
∎ Support supervisor for system enhancement of existing core systems for the improvement in functionality to meet customer expectations;
∎ Prepare RFP (Request For Proposal), BRD (Business Requirement Definition), and BRS (Business Requirement Specification) against trade automation initiatives;
∎ Perform and coordinate all User Acceptance Tests (UAT) and live deployment;
∎ Monitor smooth transmission of all trade transaction automated advice;
∎ Ensure timely resolution of the long pending transactions disputes;
∎ Ensure timely escalation of all trade MIS to concern stakeholders;
∎ Communicate and address all internal and external customer issues;
∎ Coordinate with all unit heads to resolve operational issues.
∎ Conduct customer service reviews and propose further initiatives;
∎ Maintain complaint/query log and resolve;
∎ Develop and maintain Trade Operation's Service Level Agreements (SLAs) with stakeholders;
∎ Train resources to cope up with system-related changes;
∎ Collect and escalate departmental KPI and DCFCL to the department head;
∎ Develop a departmental dashboard;
∎ Ensure smooth trade customer service.
Additional Requirements:
∎ Minimum 7- 8 years of successful experience in trade service - Core Banking Migration Trade Lead, Trade Operations;
∎ Exposed to a wide range of trade products with relevant training;
∎ Results-orientated, and proactive in providing solutions to stakeholders;
∎ Able to work independently and with minimal supervision and direction;
∎ Excellent communication skills in both written and spoken English
∎ Strong data analytical skills (Excel with Macro & Visual Basic programming, basic SQL Query, Oracle)
∎ Data Management/Analysis Application: SPSS,
∎ Strong PC skills; proficient in MS Word, Excel, PowerPoint, and Visio;
∎ Project management capability.
∎ Self-propelled, proficient in customer-centricity, team player, and capable of meeting deadlines.
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 25 Feb 2023
Company Information:
∎ 19 Feb 2023
∎ BRAC Bank Limited
∎ Business : BRAC Bank is one of the top sustainable banks in Bangladesh. Established with a view to financial inclusion, BRAC Bank is the pioneer of SME Banking in Bangladesh, delivering a full array of banking services to individuals and business entities. Its strong financials, along with the best credit rating from the top global and local rating agencies and numerous recognitions, speak of the bank`s aspiration towards becoming the best bank in the country.
Category: Bank/Non-Bank Fin. Institution
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