Job Description:
NP – Immediate joiner
JD
Responsibilities:
• Undergo training and provide technical subject matter expertise to the team including training new team members.
• Will be a production role along with supporting the team on delivery related requirements.
• Attend and lead governance calls, should act as a point of contact for a specific queue/project.
• Live monitoring of teams production performance and schedule adherence to meet SLAs.
• Conduct error discussion and complete RCAs for SLA misses and incidents reported. Develop control plans to avoid future occurrence.
• Provide floor support to the team, Team Leaders and Managers as required.
• Conduct and document daily huddles with the team - share daily performance, updates, issues
remedial plans and other process and organizational updates.
• Attend and participate in daily stand up calls – provide team performance updates, issues / gaps and remedial actions.
• Prompt response and actions to Client escalations supported with detailed RCAs and mitigation plans.
• Should be flexible in extending shift hours on a need basis including limited hours on Saturdays when required.
• Comply with quality and security processes defined for the engagement.
• Encourage and motivate team to identify and work on process improvement programs and present to leadership team.
Critical Skills required:
• Excellent verbal & written communication and presentation skills
• Excellent working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools.
• Good Interpersonal & people management skills with good problem solving approach.
Good to Have:
• Exposure of managing Vehicle Finance process.
• Experience in working with a South African Client.
• Deep understanding of Finance.
• Managing live Service Levels.
• Strong people engagement skills and connect.
• Good analytical skills for MIS, number crunching & reporting to internal & external customers.
Skill:
RCA, SLA, MS-Office, Operating Systems, internet services & Online tools , problem solving
