Profile: International Process_Analyst Role
Location: Gurgaon(Hybrid job)
Time and Venue
20th October, 10.30 AM – 2.00 PM
Venue: Building 2, Candor Techspace, IT/ITES, SEZ, Tikri, Sector 48, Gurgaon – 122001
Job description
Between 0-2 years of experience Candidate with an experience in any of below vertical:- 1) Customer Service- (ITES/Aviation/Hospitality)2) HR Helpdesk or Employee services,3) Email/Chat/voice based support Preferred:- HR DomainProficiency in Google Suite (preferred) and/or MS Office, including Word and Excel
Customer Orientation, Centricity, and Communication
• Exceptional customer service focus, including attention to detail and producing quality results
• Strong communication with superior verbal and written skills. Experience in wiriting Emails & Chat is preferred
• Ability to comprehend complex and variable Customer Queries
• Ability to summarize the situation and be able to articulate the response on the Query received
• Takes end-to-end Ownership and accountability of Customer Issues for resolution
• Ability to gauge the Customer’s sentiments & emotions
Problem Solving and Decision making
– Attention to detail
– Ability to unpack customer issue – Layer by layer
– Ability to navigate through unknown and look for solution
– Understand the root cause of the issue and ability to assess downstream impact to other processes
– Not hesitating to seek help, probing and going the extra mile to solve Googler issue
– Ability to do diagnostic work and process information logically
– Ability to make informed decisions (beyond structured setup ) in a timely manner with an understanding of the decision outcome
e.g- seeking support and additional information from other stakeholders and communicating the solution to requestors back
Aptitude & Logical Reasoning
• Ability to intrepret Customer’s situation and connect the dots to the available resources & solution
• Requires good analytical skills in order to validate complex & dynamic queries
• Ability to prioritize & organize tasks
Ownership & accountability
– Ability to take end-to-end ownership of a task and see it through completion
– Manage multiple handoffs and information flow from diverse sources
– Demonstrate accurate application of logical and analytical reasoning towards performing while data processing
FLEXIBLE WORK APPROVALS
– Address Flexible work approval requests and validating based on predefined guidelines and protocols
– Provide support based on available resources and triage requests to respective POC for approvals (as per process requirements)
– Provide final confirmation on request post successful validation
– Prepare Flexible work specific documentations, review for accuracy managing document ratification
– Manage system specific data changes due to Flexibel work approvals ensuring zero impact to payroll
– Coordination with multiple stakeholders to manage escalations, sensitive inquiries, exception requests
LEAVE INFORMATION APPROVALS
– Receive Leave request approvals and validate against pre-defined guidelines
– Check for leave information mapped in system and validate for regional compliance and business rules
– Approvals and confirmation of request post validation
– Interpretation of request and supporting requestor with available resources and guidance (as the case may be)
What we do ;
• Understand the context on query, determine the exact ask from requestor, research or troubleshoot the request and draft response as per defined guidelines
• Monitor and own the assigned cases/ tickets and ensure successful processing of the same adhering to the defined SLAs and case priority
• Receive, review, and process all relevant documentation attached in the queries pertaining to leave of absences, employee status changes etc.
• Participate and manage transactional activities pertaining to query resolution & follow-ups on information from required stakeholders
• Performing self checks on processed cases before responding to requestors to ensure response / actions are as per agreed standards
• Perform concentrated data entry related to specific data quality initiatives such as updating or correcting employee information on internal tools and applications
• Enable to build & maintain SOP’s by ensuring new learnings / scenarios are duly highlighted to the Process SMEs/ Leads to help knowledge capture
• Identify improvement opportunities to strengthen/ streamline existing processes following a continuous improvement culture
How we do :
- Ensure Standard Operating Procedures (SOP) guidelines are followed accurately during query resolution
• Ensure policy guidelines are accurately interpreted to Employees query and responded / actioned
• Adherence to customer experience guidelines while responding to tickets
• Follow FIFO principles while processing tickets
Graduate (Tech/ Non Technical background)
* Technical profile (e.g BE/B.Tech) considered with operational background