Key Responsibilities
JOB DESCRIPTION
- Lead the T&E support team that provides Voice, email and chat support to Honeywell employees using Concur (Honeywell solution for expense submission) and
- Prepare KPI reports for daily/ weekly/ for monthly reviews of T&E support process and report to line manager and Global T&E Leader
- Review performance metrics of team members
- Responsible for addressing employee queries received by calls, emails and chats and within the predefined TAT for escalated cases
- Work closely with the technical teams to address any operational issues and take ownership on closure of any open / pending issues.
- Coordinate with the various T&E sub-functions to ensure all Employee queries/requests are addressed per agreed SLA
- Assist the Projects Team on new implementations, SAP migrations, offboarding's etc.
- Responsible for handling manual T&E claims.
- Liaise with team internally and externally to resolve customer issues.
- Ensure to process all follow ups and meet the timelines.
- Escalate issues to IT team and/ or to Process Lead / Manager as per defined process.
Interaction With Sub-processes / Process Owners
- Interact with multiple sub-processes and support partners to complete day-to-day activities.
- Interacting and supporting all business partners.
Process Enhancements And Improvements
- Ad-hoc support request and supporting other T&E initiatives as assigned by Process Lead / Manager on need basis
- Deploy six sigma concepts to the processes supported to enable max efficiency and productivity gains
Qualifications
Education Level and/or relevant experience(s) :
- Must be a graduate.
- More than 5-6 years of Voice and email Support experience, preferably in a large MNC.
- Team management experience in Voice and email support group
Knowledge And Skills (general And Technical)
- Very good voice communication skill and good written/ email skills in English are required.
- Knowledge of ServiceNow and Concur will be an added advantage
- Should be able to communicate on emails and calls in English
- Should be exposed to Global customer support/service process.
- Technical support background is not preferable but can be considered if candidate has exceptional communication skills.
- Need to be extremely customer focused, adhere to process and meet all targets.
- Green Belt preferred
Other Requirements
- Flexible and positive attitude.
- Should be willing to work in shifts
Other Requirement
- Should be willing to work in shifts
