Responsibilities

• Acquire process and system knowledge from domain expert (Internal/Client) & be process certified.
• Participate in role related training programs.
• Responsible for processing transactions of low to high complexity.
• Responsible for processing transactions in a timely and accurate manner to ensure service delivery as per client contractual commitments and assigned targets.
• Responsible for managing work allocation process in consultation with Management.
• Provide prompt responses to queries from Internal or External stakeholders
• Resolve process-related queries raised by colleagues
• Perform quality audit, and provide timely task-related feedback to colleagues
• Cascade process-related updates to colleagues
• Identify, share, and support operational improvements & processing challenges.
• Develop training content and facilitate process-related training
• Responsible for resolving customer/client issues, including conducting research, analyzing trends, supporting preparation of RCA (Root Cause Analysis) and implementing action plan
• Responsible for Review/Update Standard Operating Procedures (SOP’s)
• Participate in knowledge transfer for transitioning work from client (internal and external)
• Ensure timely and accurate service delivery as per client SLA’s and adherence to client contractual commitments
• Actively participate in client (internal and external) /third party calls/ meetings
• Perform functional testing activities as per business requirements
• Responsible for process-related reports
• Responsible for Reporting technical and system related issues to the helpdesk, reviewing process level impact and executing mitigation plan.
• Follow Data Privacy and Code of Conduct standards
• Ensure compliance to Time Recording guidelines
• Adherence to floor policies, team schedule and leave plans