Primary Responsibilities / Accountabilities:
- Read, understand, and analyze client processes as per the business rules.
- Execute the full range of processes accurately and timely as a hands-on processor.
- Escalate issues and seek advice when faced with complex issues/problems.
- Follow Work Instructions while processing.
- Highlight any anomalies in Work Instructions/process documentation to the SME/Leads.
- Participate in client conference calls, where required, and manage appropriate documentation.
- Perform Root Cause Analysis on issues faced and suggest appropriate corrective action for current remediation and future control.
- Propose process improvement ideas to reduce time, improve accuracy, or enhance controls.
- Understand existing matrices in the process, how they are measured, and improve the measurement system to make it more effective and transparent.
- Update process metrics on a daily basis and maintain MIS.
- Demonstrate the highest level of customer service.
- Pay close attention to detail and follow through to resolve any outstanding issues.
- Ensure both own and related tasks are completed.
- Update client applications accurately and quickly in accordance with the appropriate User Guides.
- Ensure assigned tasks are completed accurately in a timely fashion.
- Ensure and maintain the security and confidentiality of client data.
- Actively participate in team activities and organizational initiatives.
Functional Competencies:
- Knowledge of Comp & Benefits and Performance management processes.
- Strong command of written and verbal English language.
- Knowledge of MS Office/Excel Skills would be a plus.
- Knowledge of SuccessFactors would be a plus.
Education Qualification:
- Bachelor's degree (Any discipline).
Experience:
- Essentials: 1 - 2 years of business experience with International Comp & Benefits and Performance management background.
- Desirable: Exposure to the BPO industry.
Skills / Knowledge:
- Strong customer orientation - high level of responsiveness to urgent requests or troubleshooting.
- Resilient and able to work under pressure.
- Organization & prioritization skills to deliver as per deadlines.
- Attention to detail & quality driven – in communications and all system transactions.
- Demonstrate high levels of confidentiality.
- Teamwork & collaboration.
- Multi-cultural awareness.
- Flexible to work in shifts
