Manager- Finance Controller

The role aims to provide efficient technical support to the process and promptly address client issues either directly or by escalating them in a timely manner to adhere to process SLAs. Support the process by handling transactions according to required quality standards. Respond to all incoming help requests from clients via phone or email in a polite manner. Document all essential end-user identification details such as name, department, contact information, and the nature of the problem. Keep your availability updated in the RAVE system to ensure process productivity. Log, monitor, and document all queries received, steps taken to resolve issues, and the number of successful and unsuccessful resolutions. Adhere to standard processes and procedures to resolve client queries. Resolve client issues within the SLAs specified in the contract. Utilize internal knowledge bases, resources, and FAQs to assist in effective problem resolution for clients. Familiarize yourself with product details to enhance client interaction and troubleshooting. Analyze call logs to identify common trends and prevent future issues. Update self-help documents for customers to expedite issue resolution. Identify critical client issues and escalate them to the Team leader if resolutions are delayed. Ensure that all necessary product information and disclosures are provided to clients before and after addressing their requests to avoid legal implications. Provide exceptional customer service by diagnosing and troubleshooting client queries effectively. Offer product support and solutions by diagnosing questions and guiding users through solutions. Assist clients in navigating product menus and understanding product features. Handle client queries in a user-friendly, professional, and courteous manner. Maintain records of all customer queries following standard procedures and guidelines. Accurately log all incoming calls and emails using the designated tracking software. Propose alternative solutions to retain customers and client business where appropriate. Effectively communicate ideas orally based on the audience and situation. Follow up with customers through scheduled callbacks to gather feedback and ensure compliance with contracts and SLAs. Enhance operational excellence and maintain superior customer service levels for the existing account/client. Participate in product training sessions to stay updated on product features, changes, and updates. Engage in client-specific and other required/recommended training sessions. Collaborate with team leaders to identify training themes and learning issues for better client service. Enhance job knowledge through self-learning opportunities and networking. Performance Parameters: 1. Process: - Number of cases resolved per day - Compliance with process and quality standards - Meeting process level SLAs - Pulse score - Customer feedback 2. Self-Management: - Productivity - Efficiency - Absenteeism - Training hours - Number of technical training completed,