Assistant Manager

Role Purpose

The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs.

Do Support process by managing transactions as per requiredquality standards Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue Update own availability in the RAVE system to ensureproductivity of the process Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions Follow standard processes and procedures to resolve all clientqueries Resolve client queries as per the SLA's defined in thecontract Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting Document and analyze call logs to spot most occurring trends toprevent future problems Maintain and update self-help documents for customers to speedup resolution time Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution Ensure all product information and disclosures are given toclients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus andfacilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteousand professional manner Maintain logs and records of all customer queries as per thestandard procedures and guidelines Accurately process and record all incoming call and email usingthe designated tracking software Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers' and clients' business Organize ideas and effectively communicate oral messagesappropriate to listeners and situations Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client Undertake product trainings to stay current with productfeatures, changes and updates Enroll in product specific and any other trainings per clientrequirements/recommendations Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client Update job knowledge by participating in self learningopportunities and maintaining personal networks Stakeholder Interaction Stakeholder Type Stakeholder Identification Purpose of Interaction Internal Team Leaders Performance review HR Hiring and employee engagement and retention Training Team Capability development Technical Lead Training, issue escalation/ resolution External Client Query Resolution Display Lists the competencies required to perform this role effectively: Functional Competencies/ Skill Process Knowledge – Knowledge of assigned process, tools andsystems – Foundation to Competent Competency Levels Foundation Knowledgeable about the competency requirements.
Demonstrates (inparts) frequently with minimal support and guidance. Competent Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell. Expert Applies the competency in all situations and is serves as a guide toothers as well. Master Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization. Behavioral Competencies Collaborative working Problem solving and decision making Attention to Detail Execution Excellence Client (Internal)

Centricity Effective Communication Deliver No. Performance Parameter Measure 1. Process No. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback 2. Self- Management Productivity, efficiency, absenteeism, Training Hours, No oftechnical training completed Roles & Responsibilities:
Updates himself/herself regularly with Company policies on Information Security Management System. Ensure adherence to legal & regulatory requirements as applicable to the nature of work. Cooperate with Compliance and Security officers with Security Investigations. Access rights compliance Finance & Accounting Ops
• Hands on experience with sound knowledge in basic Accounting terms Concepts, Journal Entries, Reconciliation
• Ability to effectively direct and supervise the team
• Supervises, directs, and reviews the work of the accounting staff Includes, GL account Recons, Journals and other Reporting activities on a monthly basis to ensure accuracy of the process
• Ensure for the Smooth completion of monthly, quarterly, and annual closing activities
• Accounting and control of functions / team managements
• Monthly P/L, Quarterly and Annual budgeting and forcasting
• Liasion with Auditors and assist in preperation of schedules Train , Guide and Mentor the team whenever required
• Preperation of Adhoc reports as per the management requirements. Relavent and timely MIS reporting
• Meeting the Daily & monthly SLA targets, as per the defined targets
• Performing all activities within the scope of Process documentation.
• Different geographical Client handling experience Extend support to the team in case of crisis situation. Raising flag whenever there is a necessity of support.
• Various accounting duties and support as assigned by management to meet the goals of the company Ensure Global internal controls is completed daily and internal controls are adhered to.

Maintain service level with customer base – Measure progress against SLA and consistently satisfy customer in a 'metrics focused' organisation Assist Specialist with maintaining and exceeding Operation Excellence, ensuring full compliance with internal and external audit reviews.
Carry out tasks to develop and attain team objectives.
Support other countries outside your core portfolio when required and be adaptable to changing needs of the team and our customers Participate/Conduct in the Weekly /Monthly meetings with Management & Clients Communication and people handling skills Qualifications:
Graduate in commerce/Finance Record to Report - DOP Good communication- written and verbal; Good Domain knowledge in Accounting; Basic knowledge in MS Office, especially MS Excel, MS Word, PPT Organizational and time-management skills Attention to detail Team Management & Teamwork skills Ability to work with little supervision and meet tight deadlines Open to Shifts especially US Hard Working/Willingness to stretch Sense of responsibility initiative and high quality work standards Resourcefulness/Problem Solving/Self-Starter