Total Rewards Senior Analyst

Role & responsibilities-

In this role you are required to do analysis and solving of increasingly complex problems

Your day to day interactions are with peers.

You are likely to have some interaction with clients

You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments

Decisions that are made by you impact your own work and may impact the work of others

In this role you would be an individual contributor and/or oversee a small work effort and/or team

Please note that this role may require you to work in rotational shifts

Delivery & Client management:

Responsible for repeatable, predictable and measurable operations which includes but is not limited to the following:

Ensure adherence to designed process

Must have clear understanding of the existing metrics in the process, how they are measured and improvise the measurement system to make it more effective and transparent. Detailed understanding of Process metrics e.g. SLA, OLA, KPI.

Liaise with Service Management Team on reporting performance measures to the Client.

Plan, implement & monitor volume allocation strategies within teams / resources ensuring optimum workload for the team members for meeting timelines & accuracy levels as per defined standards

Create & implement governance/review mechanism to monitor performance metrics and ensure compliance to defined process requirements.

Ensure service measures & outcomes are met in accordance with the Service Level Agreement (SLA).

Demonstrate strong customer service in all activities & lead by example

Raise relevant quality and/ or scope issues which may impact delivery and streamlines decision-making processes where possible.

Manage service issues & escalations via escalation process. Perform root cause analysis and suggest appropriate corrective & preventive actions for accurate & timely service delivery and satisfactory issue resolution

Create a logical plan with realistic estimates and schedule for an activity or project segment. Ensure progress, issues and agreements are properly documented and acted upon.