Senior Analyst
Core
Manage customer-reported incidents in retail banking operations via chat and phone, ensuring timely resolution and communication.
Role type
Senior IC operations analyst (incident management)
Builds
Incident resolution workflows and customer service continuity
Domain
Retail banking operations
Deliverable
client delivery
Required skills
incident triage, ticketing systems, CRM platforms, regulatory compliance, process improvement, stakeholder coordination
Preferred skills
analytical problem-solving, knowledge management, cross-functional collaboration
Responsibilities
Handle and validate customer incident reports; escalate issues per SLAs; maintain accurate interaction records; partner with ops and tech teams; identify recurring issues for process improvements; support business continuity activities.
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