Responsibilities:
Transition Coordination: Process Training & Certification: • Conducts training for the team in order to ensure right skilling
Talent Management (People Management): Supports the Team Lead by training people on process / domain as part of the growth plan in order to ensure high E-Sat
SLA Compliance: Executes transactions as per prescribed guidelines and timelines in order to meet SLA targets. Participates I supports the TL in the daily huddles. provides training I inputs on processes / business to the team in order to ensure delivery predictability
Process Compliance: Executes transaction processing in order to meet quality standards. Conducts QC / CA programs as part of the quality plan in order to ensure adhere process steps
Customer Interaction: Handles helps resolve escalations at the process level in order to ensure high customer satisfaction
Knowledge Management: Reviews and validates the inputs from PEs and creates case studies/FAQs in order to capture tactic knowledge.
Process Reengineering: Participate in the ideation process and produces the documentation and trains the team on the reengineered process in order to meet client and into commitments on a continuous basis
