Job Purpose and Background/context:
Managing a team of skilled resource providing infrastructure link monitoring support and 1st level merchant application support for a Global bank.
Accountable for managing day to day deliverables for the project
Complete know how of process post training and 5 months of hands on experience
Manage the performance of services to clients as per agreed contract and ensure that SLAs are achieved.
As the process involves merchant banking network monitoring, which is LIVE activity and impacting end customers, effective Quality monitoring and reporting is of utmost priority.
Being a banking client, ensuring organizational compliance systems, methodologies and procedures are followed
Build and maintain client relationships ensuring higher client satisfaction
Produce management and account performance reports as per agreed timeline
Attending periodic client meetings, understanding requirements and implementing improvements.
Managing team effectively to ensure high team morale resulting into employee satisfaction
Groom resources and build succession / retention plans