To manage department planning, operation of the unit.
- Problem-solving of a team analyst to meet with the required service level components & standards by Call monitoring, coaching and feedback
- Responsibility for delivery of superior customer experience
- Automation of various manual processes/ excel trackers for FCU.
- Recommendations for modification of existing fraud alerts and process development based on customer complaints, fraud trends, dispute trends, feedback and analysis of the same.
- focal point of dissemination of information from management to team and vice-versa
- Responsible for overall performance of the team.