Purpose

Executes transactions that are part of KONE Operations or Financial processes. Ensures process compliance and controls are applied to each transaction. Analyses transaction requests provided by the units and contacts the right stakeholders in the unit or SSC for additional information, documentation or approval required to complete the transaction. In addition:

KBS Process Associate - An individual contributor with specific skill in any process or sub-process. Able to apply that knowledge to support the SSC operations and specific projects with the unit for documentation, training, testing and reporting

Responsibilities and key activities

This section includes the responsibilities and key activities that the SSC Processing Agent is either accountable for, or responsible to execute.

Responsibilities and key activities

Essential Functions:

Processes a transaction request within the agreed Service Level Target for quality, response- and throughput time, efficiency, etc., while respecting the KONE Way process definition and unit-specific instructions
Validates if all required information or documentation is provided prior to executing the transaction, and seeks any required additional information, documentation or approval from the unit
Minimizes work for the unit when routing requests throughout the process by:
- Send sub-requests for other process teams efficiently within SSC and tracks their completion to continue the process
- Validating all possible documentation before asking clarification from the unit
- Identifies the right contact in the front line for additional review or approval steps, where possible directly with the business person involved (unless otherwise stated in the unit instructions).
- Clearly communicating which steps are requested from the unit
Maintain reminders and notifications to the unit as specified in the unit reference document (URD).
Notifies the SSC team lead and/or Front Officer in case of process compliance or control issues or incomplete documentation.
Executes quality checks at various stages of the process and keeps the quality statistics up to date
Respects controls, process compliance and segregation of duties at every step of the transaction processing
Reports time and other process performance data on a daily basis as required
Maintains unit instructions as requested by the Front Officer and Process Owners.
Daily reconciliation and corrective actions, if needed.
Support process improvements and harmonization activities
Participation in team meetings, process analysis and improvement actions.
Other adequate tasks as allocated by Process Manager / Team Leader

Takes responsibility on complex processing activities. Processes transactions or guides other team members on the correct interpretation and execution of instructions.
Analyses complex cases for correct registration
Identifies the right contacts in the business and maintains a working relationship with the key business roles involved in the process
Guides and trains other team members on the process, solutions and unit specific instructions

Supports the Front Officer and SSC Team Lead in maintaining documentation and identifying
Perform other tasks as allocated by team leaders, managers relating to reporting and other SSC processes.
Make sure Reporting KPI's are met with high quality standards
Support process improvements and harmonization activities

Performance measures

Performance measures

Number of documents processed in high quality with minimum errors incl. reported errors by unit

Productivity improvement
Meeting Units SLA
Number of documents processed in high quality with minimum errors incl. reported errors by unit
Productivity/Process improvement
Meeting Units SLA
Independent handling of activity with less supervision
Timely submission of report as specified by the Team Leader and Process Manager
Adhere to Procedures as per SOP/URD
Use AI and automation solutions to streamline the process

Competence profile

4.1Behavioural competences

Attention to procedures and guidelines
Values clearly defined procedures and guidelines in work. Easily adapts to rules and supervision. Works in a well-organized manner. Pays sufficient attention to details. Makes plans in line with established procedures and guidelines.

Cross-cultural awareness

Adopts a global outlook. Appreciates issues from the perspective of different cultures and countries. Relates effectively to individuals from different cultures. Demonstrates an understanding of how decisions may be perceived by people from different cultures. Monitors the impact of actions on people from different cultures.

Detail focus
Checks the details of own work carefully. Analysis information in a thorough and detailed way. Spots critical errors that others have overlooked. Identifies important details and ensures that they are correct. Maintains a focus on detail when dealing with routine work.

Flexibility
Easily adapts to new situations and changes at work. Modifies own behavior according to the needs of a situation. Adopts a positive approach to change. Demonstrates a flexible approach when dealing with others. Adjust thinking and approach based on new information or events.

Quality focus
Sets high quality standards for their personal output. Encourages others to meet high quality standards of work. Checks own output or that of others to ensure quality standards are met. Consistently delivers work of high quality. Maintains a focus on quality even when under pressure.

Analysis and problem solving
Distinguishes between important information and irrelevant or minor details. Analysis information in a logical and systematic way. Identifies the cause or causes of a problem. Proposes practical solutions to address identified problems. Explores a range of possible solutions.

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