Senior Process Executive - Bangalore

 BANGALORE , Karnataka , India

 

Responsibilities

Process Reengineering : Delivers on the new process / approach IN ORDER TO meet client / internal goals
Knowledge Management : Shares experiences IN ORDER TO facilitate capture of tacit knowledge
Customer Interaction : Resolves individual cases that need re-work IN ORDER TO ensure high C-Sat / NPS score from the end user.

Process Compliance : In a voice process - Effectively executes calls of the clients customers, resolves query/issue as per

deliverables outlined, maintains voice quality as per standard agreed, handles repetitive calls and strives for target

maximization IN ORDER TO meet quality standards. In a data process - Executes client transactions i.e. attends to the

transactions, verifies basic information, and closes customer query /issue as per defined SOP/ parameters prescribed;

Ensures appropriate documentation of the upshot from the last transaction on the clients

’ account as per the prescribed

format. IN ORDER TO meet quality standards.

SLA Compliance : In a data process - Executes transactions as per prescribed guidelines and timelines such as verifying

documents, processing bills, analysis of data, responding to complaints/queries on mail, interacting with vendors for order

management depending on the process (the nature of the transaction would depend on the process) IN ORDER TO meet

SLA targets. In a voice process - Follows all predefined procedures, adheres to all the laws regarding telesales applicable in

that specific location in order to meet SLA target and to ensure that the performance parameters are met and exceeded IN

RDER TO meet SLA targets

requirements 20 Additional Info Ability to build rapport.Ability to be outspoken, have a good voice and speak clearly.Ability to listen carefully without being

distracted.Ability to be thorough and detail focussed.Speed of processing information.Speed of typing.Ability and willingness

to change.Ability to deal with unpredictable situation.Ability to remain objective in difficult situation.Ability to remain

productive in times of crisis or critical events.Ability to work co-operatively with others.Computer literac