Role & responsibilities
This role provides client services for Comp & Benefits to ensure tasks are completed correctly and resource efficiencies are maintained. The role involves working closely with Delivery Service Management to identify and escalate client issues, obtaining and confirming pending information/documentation, and adding and amending transaction information to client/systems in response to changes (via e-mail/telephone) to maintain current visible HR records for the client.
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.
Education Qualification:
- Bachelor's degree (Any discipline).
