JOB TITLE: Wealth & Banking Service Quality Senior Analyst | Quality Auditing Sr Analyst

WORK SETUP: Onsite in Taguig Uptown Bonifacio Tower 3

WORK SHIFT: Night shift, weekends off

Salary budget: Confidential (Will be discussed during the job offer)

Headcount: 3


SKILLS AND QUALIFICATIONS:


• 3-5 years of experience in Wealth management (Relationship Managers in banks, Private Banking, Investment, Financial Planning, Financial Analysis, Portfolio Management, Investment Consultant)

• QC and supervisory experience is required

• Alternately, the candidate should possess SME knowledge.


The following experiences will be validated during Skills Interview:

• QC

• If had coached and helped someone improve their performance

• Good to have QA experience


RESPONSIBILITIES:


The following outlines the primary responsibilities of this role. Additional duties, both major and minor, may be assigned as business needs evolve.

• Provide primary service and problem resolution support for Wealth clients and advisors through phone and electronic service requests.

• Serve as a subject matter expert on all banking products, processes, and programs, staying informed of updates and changes.

• Identify specialized solutions and proactively address potential issues for clients with complex financial needs, ensuring compliance with branch operations manuals, audit requirements, and regulatory frameworks.

• Build and maintain professional, ongoing relationships with Wealth advisors and internal partners to effectively meet client needs.

• Manage complex service issues and handle day-to-day transactional needs for assigned Wealth clients, ensuring efficiency and accuracy while meeting service level agreements.

• Facilitate wire agreements and process time-sensitive wire requests for Wealth clients, ensuring high attention to detail and accuracy.

• Identify trends through data collection, reporting, and client interactions to drive insights and improvements.

• Develop, lead, and execute innovative projects to enhance processes, products, services, operating policies, procedures, and the Wealth brand.

• Support the skill development of teammates by providing interactive training, access to resources, and floor support.

• Accurately document client interactions and resolutions in CRM/Salesforce.com.

• Consistently meet and exceed individual performance standards, including quality, productivity, and behavioral expectations, while contributing to daily center service level standards.

• Work a flexible schedule as needed, including shifts between Monday and Friday (8 AM to 8 PM) and Saturday (8 AM to 5 PM).


Additional Information:

• Open to applicants who are currently in the Philippines and already have the right to live and work in this country are eligible for this role

Interested and qualified candidates should send their CV to esther.igweonu@gratitudeindia.com