Executives

Position Title, Responsibility Level:Associate / Sr Associate

Function:Operations

Reports to -

Assistant Manager/Lead Assistant Manager - Operations

Permanent/ Temporary:Permanent

Span of Control -

Nil

Location:

Noida- SEZ(C-42)

Roles and Responsibilities

• This role is primarily responsible for processing transactions as per the SLAs outlined by the client
• Process transactions/cases as defined in desktop procedures
• Ensure that all the transactions are processed as per defined and documented desktop procedures
• Ensure that the assigned targets in accordance with SLA are met
• Ensure that the quality of the transactions is in compliance with predefined parameters
• Expected to work within strict deadlines, meet and continuously strive to exceed expectations for all process metrics and customer satisfaction measures, and complete additional duties as assigned by the manager from time to time.
• Strong orientation towards Process Improvement and actively participate in AIM (All Ideas Matters)
• Flexible to work in rotating/flexible shifts to cover extended hours of operational requirements
• Adherence to BProMPT and attendance schedules
• Adherence to organization's policies and procedures

Performance parameters

• Productivity
• Quality / Accuracy
• Turn Around Time and Cycle Time of work assigned
• Process Improvement initiatives
• Domain expertise and certifications scores
• Schedule adherence, Punctuality and Discipline

Primary Internal Interactions:

• SME for technical assistance/process updates/training
• Assistant Manager for the purpose of performance reviews, training and development
• Manager for the purpose of settling performance issues and skip meetings

Primary External Interactions

• Escalation teams at the client end for the purpose of seeking clarifications and answering queries