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Reference Code: VK2199 
Job Title: Global Service Desk 
Category:  
Job Description: • Acquire Product /Process knowledge of all desks operating in GS.
• Good understanding of regulations pertaining to Non resident Segment
• Liase with stakeholders across Product / Process / Program /OS to ensure GS is well equipped to operate FTR and is compliant
• Reverse timely feedback to all stakeholders for continuous process improvements / program enhancements
• Hiring to be in line with allocated Headcount & skill set requirement
• Succession Planning for critical roles to ensure uninterrupted operations
• Skilled manpower - Identify team training needs and liase with Training team for training allocations
• All HR policies applicable to be adhered to for Self and team
• Infrastructure - IT / Non IT Infra requirements / availability to be reviewed periodically for improving unit efficiency .
• Competition mapping to Identify tools being used to improve unit efficiency ( Hardware / Software ) Within TAT response to all alerts / escalations
• All cases of Integrity issues to be highlighted as per applicable guidelines Nil Operations loss
• Uninterrupted Operations - Effective backups for all desks
• Design applicable reconciliation programs to eliminate operational misses
• All desks to deliver FTR & TAT as per product design
• Periodic Stress testing of desks to check ability to handle surge in load / handle time sensitive assignments Service Quality Initiatives to be implemented
• Service Guarantee - Unit to be managed to offer service guarantee within 180 days
• Process Adherance - Periodic review of process adherance by various desks through governance team
• Audits - In all audits ( IAD / CST / Statutory / Service ) , Unit to score Top rating Unit to be compliant with local applicable guidelines 
Key Skills: Global Operations
Service Opearations
Process
Account Opening
Succession Planing
NRI Segment
HNI Opeartions 
Location: Mumbai 
Required Experience: 12-20 yrs 
Positions: 1 
Contact Person: Mamta Chauhan 
Email ID: mamta.chauhan@v-konnect.com 
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