1893 Sla Management Jobs - Page 40

Company Overview With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieveRead on. Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose "” a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose "” people "”then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.Job Summary:The Garnishment Specialist I, is responsible for providing world class support and timely processing of assigned Garnishment Cases for UKG Inc.'s customers who utilize our Garnishment Administration and Disbursement product offering. The key responsibilities are to accurately process garnishment withholding orders to ensure compliance. This includes following the jurisdiction requirements and our standard processes to set up payroll deductions and written responses as required to the agencies and courts.Primary/Essential Duties and Key Responsibilities:— Ability to recognize and categorize orders for all garnishment types— Performs accurate and timely payroll transactions related to garnishments to include set-up, data entry, garnishment interpretation and updating deductions data according to established timelines, standards and procedures for garnishments types, including but not limited too Child supportso Releases— Provides accurate and timely written answers to garnishment and/or court notices as required within prescribed time limits— Ability to effectively examine and reconcile garnishments— Respond timely and accurately to internal contacts concerning garnishment deductions— Follows the established process to ensure delivery in compliance for each required mailing— Escalates non-routine inquiries and issues to Garnishment Specialist, Lead and Garnishment Manager— Effectively use appropriate resources which include including process documentation and our compliance reference "˜Complete Guide to Federal & State Garnishments', Garnishment Specialist, Lead, Manager— Attend and Actively participates in all scheduled Select Service Group, Garnishment Department and POD Team meetings and reviews recordings for any missed due to time off or other unavoidable conflicts— Stays current and adheres to federal and state guidelines when handling garnishment orders— Assists with garnishment set-up for new client implementations as requested— Being flexible and adapting to process improvements and changes and making suggestions to improve standard processes— Being a team player always remembering that all clients are our clients— Other Special projects or tasks assigned by Management.Required Qualifications:Knowledge, Skills and Abilities— 1-2 years Garnishment and/or Payroll or any related experience— Intermediate proficiency with Microsoft Office applicationsWord, Excel, Outlook— Must be able to manage assigned work in an organized, proactive and independent manner to meet all required time frames and commitments— Excellent analytical ability within a high transaction volume environment— Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm— Demonstrated ability to calculate figures and amounts such as discounts, interest, commissions, and percentages— Assists with related special projects as required— Overtime may be required during any calendar quarterExperience, Education, Certification, License and TrainingGraduate / Post GraduatePreferred Qualifications:— Working knowledge of UltiPro is a plus— FPC or CPP is a plus Where we're going UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! in the Application and Interview Process UKGCareers@ukg.com

Operations Lead Revenue Recognition What this job involves: Perform detailed reviews/analysis of Master Agreements and Contracts to ensure that revenue is properly recorded in accordance with ASC 606 Review and verify accuracy of journal entries, revenue accruals and account reconciliations Implement and perform routine checks and balances onrevenue recognition, to ensure an efficient process for ensuringrevenueisrecognizedin the correct general ledger accounts and periods Perform monthly close duties including journal entry preparation and review, account reconciliations, bad debt and aging review etc. Participate in technical interpretation of revenue recognition on key agreements Research and prepare written technical accounting policies and positions for non-standard revenue transactions Document key processes; identify areas of opportunities and create plans to successfully execute improvements Develop and maintain productive working relationships with the finance and controllership teams across all business units Perform ad hoc reporting and special projects as requested Sound like you To apply, you need to have: Prior experience with revenue recognition or work with ASC 606 (IFRS 15/ Ind AS 115) Ability to review and interpret contracts Strong technical and analytical skills Advanced knowledge of Microsoft Excel and Power point Demonstrated ability to work effectively under pressure with multiple and changing tasks Key skills: Strong organizational and interpersonal skills. Strong oral and written communication skills Experience and success working in a team environment. CA / CMA/CWA is must. 8-10 years of relevant experience. 5-7 years of supervisory experience mandatory. What you can expect from us On-site Gurugram, HR Scheduled Weekly Hours: 40

Leading BPO in Kolkata ,Pune, Mumbai, Bangalore Hiring For Team Leader/Assistant Manager International Voice Process CTC UPTO 7.5 LPA Require min 1 Year as Team Leader Experience in International BPO in VOICE PROCESS Strong in Operations Matrices like Attrition, Shrinkage, CSAT Shifts 24*7 Call 8467054123 or mail CV at simmi@hiresquad.in The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability Description Essential Functions/Core Responsibilities • Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly • Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment • Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations • Communicate expectations to employees and provide timely updates • Provide subject matter expertise in handling escalated customer calls as needed • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities • Stay current on internal work processes, policies and procedures. Attend required manager development training Preferred candidate profile Must be Working as Team Leader in International BPO Must have Good Communication Skills Experience in Voice Process Perks and benefits Good Incentives Interested candidates can call at 8467054123 or mail their cv at simmi@hiresquad.in

Key Responsibilities Lead the response to high-impact incidents, ensuring minimal disruption to our merchants and restoring services as quickly as possible. Provide clear, executive-level communications during incidents and maintain transparency throughout the incident lifecycle. Collaborate closely with Engineering, Technical Operations, QA, Payments, Billing, and Customer Support to triage, document, monitor, and resolve customer-impacting incidents. Offer operational oversight when launching new features, products, and expansions into new regions. Identify and drive improvements in internal incident management processes and work cross-functionally to implement them. What you will need to have: Proven experience managing major incidents and driving them to resolution. Strong track record of leading Root Cause Analysis (RCA) and post-incident reviews. Willingness to participate in shifts and on-call rotation as part of a global incident response team. A problem-solving mindset with a natural curiosity to dive deep into complex technical issues. Exceptional communication skills, with the ability to convey complex information to both technical and non-technical audiences, including executive leadership. Exhibits swift responsiveness, end-to-end ownership, time tracking, timeline documentation, and strong multitasking abilities. What would be great to have: Hands-on experience with monitoring and incident management tools such as Grafana, Datadog, JIRA, ServiceNow, and PagerDuty. Experience automating manual operational processes. Familiarity with reporting incident trends and insights to senior leadership. Knowledge or certified in ITIL V3, V4 Willing to work on weekends and in off business hours Thank you for considering employment with Fiserv. Please: Apply using your legal name Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable). Our commitment to Diversity and Inclusion: Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. Note to agencies: Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Role Overview The Order to Cash SAP Functional Minor Enhancement team member be analyzing, designing, and implementing SAP solutions to meet the business needs of our stakeholders. You will work closely with stakeholders to understand their requirements, configure the SAP system accordingly, and ensure successful project delivery. This role requires strong functional knowledge of SAP modules and the ability to communicate effectively with technical teams and business users. What will you do in this role Collaborate with clients and stakeholders to gather and document business requirements, ensuring a clear understanding of their needs. Configure Sales & Distribution or Finance SAP modules based on business requirements and best practices. Develop test plans, execute testing scenarios, and validate solutions to ensure they meet business and functional requirements. Provide training to end-users and create user manuals or documentation to facilitate knowledge transfer. Identify and resolve functional issues, providing ongoing support to users and troubleshooting as necessary. Work closely with technical teams, including ABAP developers and system architects, to ensure seamless integration and functionality of SAP solutions. Stay current with SAP best practices and emerging trends, making recommendations for enhancements and optimizations. Define, monitor, and manage Service level Agreements (SLAs) to align with business objectives. What Should you have: Bachelor s degree in information technology, or a related field. Minimum of 5-7 years of experience in SAP Functions with expertise in relevant SAP module/s. Strong understanding of business processes and the ability to translate them into SAP solutions. Expertise in managing Service Level Agreements. Excellent problem-solving skills and attention to detail. Experience with SAP implementation projects, including requirements gathering, configuration, testing, and user training. Relevant SAP certification(s) is a plus. Excellent project management skills with a track record of delivering projects on time and within budget. Strong analytical and problem-solving skills with the ability to troubleshoot complex issues. Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and stakeholders.

Role Overview We are currently looking for a Technical Product Lead, to join our Team. Reporting hierarchically to Connected Channel Product Owner, you will be responsible for the delivery of business system solutions and processes that are based on blockchain technology in our program. This digital innovation program is designing, developing, and implementing blockchain based solutions across all business units in the company at a global level. The program is actively seeking partnerships with stakeholders in our business, both internal and external, to develop and implement pharma industry standard solutions. What will you do in this role Collaborate with clients and stakeholders to gather and document business requirements, ensuring a clear understanding of their needs. Configure Sales & Distribution or Finance SAP modules based on business requirements and best practices. Develop test plans, execute testing scenarios, and validate solutions to ensure they meet business and functional requirements. Provide training to end-users and create user manuals or documentation to facilitate knowledge transfer. Identify and resolve functional issues, providing ongoing support to users and troubleshooting as necessary. Work closely with technical teams, including ABAP developers and system architects, to ensure seamless integration and functionality of SAP solutions. Stay current with SAP best practices and emerging trends, making recommendations for enhancements and optimizations. Define, monitor, and manage Service level Agreements (SLAs) to align with business objectives. What Should you have: Bachelor s degree in information technology, or a related field. Minimum of 5-7 years of experience in SAP Functions with expertise in relevant SAP module/s. Strong understanding of business processes and the ability to translate them into SAP solutions. Expertise in managing Service Level Agreements. Excellent problem-solving skills and attention to detail. Experience with SAP implementation projects, including requirements gathering, configuration, testing, and user training. Relevant SAP certification(s) is a plus. Excellent project management skills with a track record of delivering projects on time and within budget. Strong analytical and problem-solving skills with the ability to troubleshoot complex issues. Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and stakeholders.

SUMMARY Job Opportunity: Banking Operations Process Executive About the Client: Our client is a CMMI level 4 company, a global IT solutions provider specializing in delivering simple and scalable solutions to address complex business problems. With a team of over 1,500 staff, they offer technical and domain expertise across multiple platforms and industries to help enterprise companies drive productivity, efficiency, and maximize their technology investments. Job Description: Updating and maintaining customer account information in client applications. Handling the Bank's branch requests and nurturing relationships. Addressing ad-hoc requests and escalations in a timely manner. Reviewing and completing daily work inflow from commercial bankers, bank customers, and prospects. Demonstrating willingness to learn with limited training and possessing complete knowledge of unique client databases/applications. Meeting/exceeding customer SLAs/expectations in terms of quality & TAT. Requirements Requirements: Any graduate with 0 to 6 months of work experience in the international banking industry. General awareness of international banking products and services. Willingness to work night shifts (6 PM IST to 4 AM IST) No rotational or day shift. Location Mumbai. On-site work. Attention to detail.

CEC-Service Assurance Officer-Customer Experience Center-Contact Centre Inbound CEC - Service Assurance Officer Department Customer Experience Center Location Thane Reporting Relationship CEC Team Leader Service Assurance Position Grade Assistant Manager/Deputy Manager Job Role To respond to customer complaints/issues received on calls/emails and provide effective resolution To handle escalations at level 1 and ensure that the complaint gets resolved rather than getting further escalated Seek advice and escalate the issue to relevant teams Co-ordinate and follow up with support teams for resolution of customer complaints To ensure that customers do not have to approach senior management for resolution of issues Maintain TAT of commitments given to customer Escalate the issue to higher ups whenever required Maintain the data of escalations which will be required for training need and analysis for the teams. This data will also be used to analyze the current processes and future process improvements to better customer experience Suggest process improvements Graduate Minimum 1-2 experience in customer service Excellent communication skills Verbal Written Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays Flexible to get scattered 8 Week Offs in a month with 9hours shift Good listening skills and strong communication abilities. Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude works with integrity Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers customers

CEC Officer-Retention-Credit Cards- Customer Experience Center-Contact Centre Inbound CEC - Retention Officer- Credit cards Handling customer queries calls for Credit Cards Card Cancellation (L2 calls). Should have complete knowledge about Credit Card Process Adhering to agent-level Service Level Agreements (SLAs) specified by the process. Ensuring adherence to time schedules (Turn Around Time). Completing the logs specified by the process (End-of-day target). Adhering to Information Security norms and quality process norms. Staying updated and complying with any updates about the process. Acting on feedback given by Team Leader/Team Coach or Quality, or on coaching provided to the team as guidelines for improving performance. Providing inputs to improve work procedures that can enhance overall team performance. Graduate. At least 1-2 years of experience, with at least 6 months in a customer service role. Understanding of the call centre industry is an advantage. Excellent communication skills Verbal Written. Flexible to work 24/7 (For Females: 7 AM till 8 PM) including Sundays/holidays. Flexible to get scattered 8 Week Offs in a month with 9-hour shifts. Good listening skills and strong communication abilities. Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude and work with integrity. Team Player, collaborative, and self-motivated, including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers, and customers.

: Job Title Vice President Private Bank Operations Location Jaipur Role Description The individual should be able to deliver on KPIs/ KRIs related to Private Banking Operations. Is expected to motivate & lead the banking function with a team Size of 50-75 people. Ability to transition the work form our offshore location & stabilize it as BAU function by closely interacting with multiple stakeholders within bank. What well offer you 100% reimbursement under childcare assistance benefit (gender neutral) Sponsorship for Industry relevant certifications and education Accident and Term life Insurance Your key responsibilities Create an environment of very strong Governance with a clear direction of driving efficiency & managing Stakeholders expectations & KPIs within the organization across various processes e.g., Banking Services, Investment functions etc . Review the way processes are conducted to come up with a plan of making the organization efficient by driving standardization, and automation. Set up a New Change the Bank organization within the group to drive & manage a Change & Innovation Roadmap. Work very closely with Senior Bank stakeholders to drive this journey together and build a partnership with the Bank. Eliminating redundancies and automation of repeatable tasks and reducing variation Provide a direction to both Run the Bank and Change the Bank organization to move towards a data driven approach to have the right operational Control. Plan & design resourcing strategy to manage work volumes, Support design of succession plans for key team members. ProcessBuild Efficiency & Innovation Overall responsible for a 50-75 members team to ensure the Team is set up with the right pyramid, skillsets and diversity across Levels. Define key Objectives & KPIs for each of the Teams within the organization & provide the right guidance & leadership to enable the Teams to achieve these KPIs. Motivate, support and develop staff to enhance their ability & adapt to a continuously evolving business environment. Building the next level leadership by identifying and coaching potential successors. Regular assessment of team members, development of team through training & cross training. Your skills and experience Should have extensive hands on operating and domain experience of Banking/ Financial operations with added expertise of German Language Proficiency. Should have Led a Considerable Team size covering various functions within Banking/ Financial operations space. Should have exposure of managing Stakeholders, ability to manage expectations & push back wherever the situation warrants. Strong communication and negotiation skills with German Language Proficiency ( B2/ C1 ). Strong risk background /culture with ability to identify future risk Ability to understand and analyse complex problem and provide effective tactical and strategic solution. Keeping the team engaged & motivated. How well support you About us and our teams Please visit our company website for further information: https://www.db.com/company/company.htm Our values define the working environment we strive to create diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer. We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, sexual orientations, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation. Visit Inside Deutsche Bankto discover more about the culture of Deutsche Bank including Diversity, Equity & Inclusion, Leadership, Learning, Future of Work and more besides.

CEC - Service Assurance Officer-Customer Experience Center-Contact Centre Inbound CEC - Service Assurance Officer DepartmentCustomer Experience Center Location-ThaneReporting RelationshipCEC Team Leader Service Assurance Grade-Assistant Manager/Deputy Manager Job Role To respond to customer complaints/issues received on calls/emails and provide effective resolution To handle escalations at level 1 and ensure that the complaint gets resolved rather than getting further escalated Seek advice and escalate the issue to relevant teams Co-ordinate and follow up with support teams for resolution of customer complaints To ensure that customers do not have to approach senior management for resolution of issues Maintain TAT of commitments given to customer Escalate the issue to higher ups whenever required Maintain the data of escalations which will be required for training need and analysis for the teams. This data will also be used to analyze the current processes and future process improvements to better customer experience Suggest process improvements Graduate Minimum 1-2 experience in customer service Excellent communication skills Verbal & Written Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays Flexible to get scattered 8 Week Offs in a month with 9hours shift Good listening skills and strong communication abilities. Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers

!!Hiring for CMM level 5 organisation!!Ensure that specific and measurable targets are developed for all IT services.Monitor service performance against SLAs.Should be flexible to work in rotational shifts.People management includes roster management Required Candidate profile Designation:Helpdesk Lead Location:Lower Parel Experience:4+ Years contact:snehapawar@peshr.com/7021769496 Should have good communication skill (Verbal & Written) ITIL Knowledge or Certification

Charging Infrastructure Deployment & Expansion Identify uncovered regions and propose charging station setups. Scout and finalize sites for public charging stations. Negotiate with real estate partners for site acquisition. Operations & Maintenance Oversee the installation, upkeep, and performance of charging stations. Conduct maintenance audits and ensure adherence to SOPs. Address consumer issues and ensure service reliability. Stakeholder Coordination Liaise with vendors, dealers, and charge point operators to facilitate smooth operations. Ensure proper integration with real estate partners and RWAs. Work with internal teams to align projects with strategic business goals. Home Charger Installation & Customer Support Monitor installation activity for individual customers. Ensure vendors adhere to SOPs and service-level agreements (SLAs). Proactively address consumer complaints and technical concerns.

Charging Infrastructure Deployment & Expansion Identify uncovered regions and propose charging station setups. Scout and finalize sites for public charging stations. Negotiate with real estate partners for site acquisition. Operations & Maintenance Oversee the installation, upkeep, and performance of charging stations. Conduct maintenance audits and ensure adherence to SOPs. Address consumer issues and ensure service reliability. Stakeholder Coordination Liaise with vendors, dealers, and charge point operators to facilitate smooth operations. Ensure proper integration with real estate partners and RWAs. Work with internal teams to align projects with strategic business goals. Home Charger Installation & Customer Support Monitor installation activity for individual customers. Ensure vendors adhere to SOPs and service-level agreements (SLAs). Proactively address consumer complaints and technical concerns.

Job description Openings for Team Lead Telecom Voice Chennai Should have minimum 4+ years of experience in BPO. International Inbound Voice experience is mandate. Should have been designated as a Team Lead for at least 2 years on papers. Should be able to calculate Attrition, Shrinkage, AHT. Should be aware of NPS, Repeat & Churn. Should be aware of Occupancy and Utilization formulas. Candidate should be good in communication. For Team Lead- Inbound Voice experience is mandatory Interested candidates can reach out to NandhiniA1@hexaware.com / 7358342513

External job description The Primary responsibility of the role is to perform campaign operations to improve visibility of the content in Amazon Prime Video. The role will require the candidate to quickly understand the campaign ops tools and operation workflow tools. Associate need to continuously adapt and learn new features of the program and improve on their acumen to quickly edit and fix up contents. Associate has to follow editing SOP to spot/catch errors in the content. Associate needs to perform content quality check to qualify user experience for content viewing (flow and format quality). Associate will need to use software tools for quality audit, content editing and data capture. The associate will need to be aware of the operations metrics like productivity (Number of titles processed per hour), quality (defect %age) and delivery/latency SLA. The associate will be measured on compliance to these Metrics, SLA requirements, QA guidelines, team and personal goals. Associate should be a team player and come up with improvement ideas to their direct report and improve the editing/QA process. The associate will need to often contact stakeholders globally to provide status reports, communicate relevant information and escalate when needed. The role is an individual contributor role. The role requires a graduate degree with exposure to MS office and comfort with numbers. In addition the associate should have attention to detail, good communication skills, and a professional demeanor. The role requires the associate to be comfortable with night shift hours and flexible to extend support during critical business requirements Qualifications: Completed under graduation (UG) in any stream Analytical knowledge to solve basic mathematical and logical problems Candidate should be familiar with excel function. Ability to communicate effectively Strong attention to detail in editing content and deep dive and identify root causes of issues Good at problem solving, data analysis and troubleshooting issues related to content editing NOTICE PERIOD: Immediate OR (0-15 days)Only

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity 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 client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Institutional_Finance_Buy_Side_Others. Experience3-5 Years.

Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs. Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity 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 client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Health and Welfare (HW). Experience1-3 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: Desktop Support. Experience3-5 Years.

Principal Accountabilities:Key activities and decision-making areas Following a Recruiter screening resumes, reach out to prospective candidates for availability to coordinate an interview. Schedule meetings, interviews, HR events etc. and maintain the teams agenda. Liaise with individuals and candidates including confirming date, time, location (Bookit) and Zoom details Send Outlook calendar detail with information. Dispositioning candidates through workday for their respective business area and will provide support with any other Adhoc campus related tasks. Processing candidate expenses, third party vendor invoices from campus events, pulling CV books etc. Knowledge & Experience / Qualifications( Forthe role not the role holder.Minimum requirements of the role.) Post graduate in HR with 2-4 years of relevant experience, in HR domain. Proven ability to project manage migrations of new processes and exposure to diverse/multi-culture work environments with strong organization, time management and prioritization skills. Excellent communication skills and presentation skills are mandatory, as are good tact and diplomacy, as the role requires relationship management with other individuals and teams within the company. Global Exposure and experience in multi-tasking. Prior experience as HR coordinator is preferred. Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks EMEA HR Coordinator Principal Accountabilities:Key activities and decision-making areas Following a Recruiter screening resumes, reach out to prospective candidates for availability to coordinate an interview. Schedule meetings, interviews, HR events etc. and maintain the teams agenda. Liaise with individuals and candidates including confirming date, time, location (Bookit) and Zoom details Send Outlook calendar detail with information. Dispositioning candidates through workday for their respective business area and will provide support with any other Adhoc campus related tasks. Processing candidate expenses, third party vendor invoices from campus events, pulling CV books etc. Customers / Stakeholders Liaise with various onshore teams HR Recruitment team as appropriate Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: OpenShift. Experience3-5 Years.

Role Purpose Taking ownership and being accountable of mortgage applications, from initial submission through to offer, delivering a seamless service to brokers and partners Reviewing and screening residential owner occupied and buy to let (in both individual names and trading companies names) mortgage applications to understand the customer and application type, ensuring the correct packaging requirements are set Applying a future thinking, holistic approach by anticipating the need of the underwriter, this will be done through: o Understanding and assessing the risk of the application o Using and interpreting lending policy to ensure the case meets the packaging guidelines Being responsible for the quality of data, identify and correct inaccuracies, including customer personal data, property portfolio and income and commitments, including the validation of documentation Working to agreed deadlines, meeting and exceeding set SLAs at each touchpoint Managing all mortgage documents and supporting information, by assessing and validate documents, ensuring they meet the relevant policy and regulatory guidelines. Ensuring the case is managed through the relevant systems, ensuring one customer and application record that is reflective of the information required to manage risk and deliver for our customers, including using relevant third party websites and systems, e.g. Companies House Having the ability to review and asses key documents and mortgage information, such as: o Income evidence; payslips, P60s, SA302s, financial accounts and business plans etc o Proof of ID, proof of address o Buy to let portfolios etc o Credit reference reports, EPC reports, Companies House searches Deliver NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedMandatory Skills: Mortgage( DM). Experience1-3 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure1100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Deliver NoPerformance ParameterMeasure1.100% adherence to SLA/ timelines Multiple cases of red time Zero customer escalation Client appreciation emails Mandatory Skills: ServiceNow - Platform Core. Experience3-5 Years.

Understanding TAT/SLA as agreed and produce results efficiently as expected. Good quality must be maintained with all cases being handled. Ensure all activities are completed within timescales and with a high degree of accuracy Providing excellent service to both external and internal customers by adhering to all appropriate process and procedures. Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs Do Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue Update own availability in the RAVE system to ensure productivity 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 client queries Resolve client queries as per the SLAs defined in the contract Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients Identify and learn appropriate product details to facilitate better client interaction and troubleshooting Document and analyze call logs to spot most occurring trends to prevent future problems Maintain and update self-help documents for customers to speed up resolution time Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements Deliver excellent customer service through effective diagnosis and troubleshooting of client queries Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus and facilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteous and professional manner Maintain logs and records of all customer queries as per the standard procedures and guidelines Accurately process and record all incoming call and email using the designated tracking software Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business Organize ideas and effectively communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client Undertake product trainings to stay current with product features, changes and updates Enroll in product specific and any other trainings per client requirements/recommendations Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client Update job knowledge by participating in self learning opportunities and maintaining personal networks Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Understanding TAT/SLA as agreed and produce results efficiently as expected. Good quality must be maintained with all cases being handled. Ensure all activities are completed within timescales and with a high degree of accuracy Providing excellent service to both external and internal customers by adhering to all appropriate process and procedures.