Job Description

We are seeking a proactive and detail-oriented professional to join our WBG Operations team at the Customer Service Desk. The ideal candidate will have hands-on experience in banking operations, particularly in RTGS/NEFT transactions, fund transfers, and tax payments. This role requires strong communication skills, a customer-centric approach, and proficiency in Excel to support daily operational tasks and client servicing.

Key Responsibilities

Operations Management

Manage end-to-end processing of Working Capital products including:
- Cash Credit (CC)
- Overdraft (OD)
- Working Capital Demand Loans (WCDL)
- Letter of Credit (LC)
- Bank Guarantees (BG)
- Trade Finance transactions
Ensure timely execution of operational activities within defined TATs and service standards.
Monitor operational queues and ensure adherence to productivity and quality benchmarks.

Documentation & Limit Management

Verify sanction terms, facility documentation, and disbursement conditions.
Ensure proper maintenance of security creation, limit setup, renewals, and modifications.
Coordinate with business, credit, legal, and operations teams for smooth transaction processing.

Risk & Compliance

Ensure adherence to internal policies, RBI guidelines, audit requirements, and regulatory standards.
Monitor operational risks and implement corrective actions to minimize errors and exceptions.
Drive compliance with KYC, AML, and operational control requirements.
Support internal, statutory, and concurrent audits.

Team Management

Lead and manage a team of operations officers/executives.
Allocate work, monitor performance, and drive productivity improvements.
Coach, mentor, and develop team members.
Ensure adherence to process controls and operational discipline.

Stakeholder Management

Act as a key contact for Business Banking, Corporate Banking, Credit, Relationship Managers, and customers.
Resolve operational issues and escalations promptly.
Drive customer-centric service delivery and enhance stakeholder satisfaction.

Process Improvement

Identify opportunities for process automation and digital transformation.
Implement process enhancements to improve efficiency, reduce risk, and enhance customer experience.
Participate in projects, UATs, and system enhancement initiatives.