Operations Hotline Lead- Business Analyst

Mizuho Global Services Pvt Ltd (MGS) is a subsidiary company of Mizuho Bank, Ltd, which is one of the largest banks or so called Mega Banks of Japan. MGS was established in the year 2020 as part of Mizuhos long-term strategy of creating a captive global processing center for remotely handling banking and IT related operations of Mizuho Banks domestic and overseas offices and Mizuhos group companies across the globe.

At Mizuho we are committed to a culture that is driven by ethical values and supports diversity in all its forms for its talent pool. Direction of MGSs development is paved by its three key pillars, which are Mutual Respect, Discipline and Transparency, which are set as the baseline of every process and operation carried out at MGS.

Whats in it for you?

• Immense exposure and learning
• Excellent career growth
• Company of highly passionate leaders and mentors
• Ability to build things from scratch

Know more about MGS: -

https://www.mizuhogroup.com/asia-pacific/mizuho-global-services

Position: Operations Hotline Lead - BUSINESS ANALYST

Shift :- Singapore Shift 6:00 AM IST

We are looking for an experienced Helpdesk Lead to manage and oversee the team responsible for addressing operational inquiries and resolving issues for internal and external stakeholders. This role requires strong leadership, excellent communication skills, and a solid understanding of operational processes in the banking or financial services domain.

Key Responsibilities

• Lead and supervise the helpdesk team to ensure efficient handling of inquiries, issue resolution and helpdesk operations.
• Address escalated operational issues and provide guidance to ensure timely resolution.
• Act as the primary point of contact for internal and external stakeholders regarding operational matters.
• Analyze recurring issues and recommend solutions to improve workflows and operational efficiency.
• Maintain accurate records of inquiries, resolutions, and process changes for reporting and audits.
• Provide training and mentorship to hotline team members to enhance their skills and knowledge.
• Generate regular reports on hotline performance and operational metrics.
• Attain to achieve error free operations assigned to helpdesk team.
• Maintain detailed records of customer interactions and payment issues for audit and reporting purposes.
• Contribute to IT projects involving deployments, upgrades and rollouts.

Skills:

• Ability to lead, motivate, and manage a team effectively.
• Strong decision-making and conflict resolution skills.
• Knowledge of corporate Banking products and processes(preferred).
• Hands on Experience in any applications (ACBS, Exim bill, Clear eye, FlexCube)(Must have)
• Sound understanding of Corporate banking operation processes.
• Strong organizational skills to ensure deadlines are met
• Good Written and Verbal communications skills
• Should be flexible with working shift.

Qualification: -A Master's Degree, preferably in Science, Finance, Business and IT, is preferred.

Experience: At least 10 years of experience in customer service, helpdesk support, or Corporate Banking Operation

Interested can share the updated CV's in mgs.rec@mizuho-cb.com

Preferred candidate from Mumbai under 20 kilometers

Address:

Mizuho Global Services India Pvt. Ltd,

• 11th Floor, Q2 Building Aurum Q Park, Gen 4/1,
• Ttc, Thane Belapur Road, MIDC Industrial Area,
• Ghansoli, Navi Mumbai- 400710.