Full Job Description
Operations & Tech Services Group Permanent Kerala (KER1), India Posted on:08/17/2021 Job ID:63353
To process payroll and HRIS tasks/activities by meeting the obligations such as TAT & accuracy levels as specified.
To provide an effective and efficient payroll and/or HRIS service to customers, ensuring the accurate and timely payment of their employees’ salaries.
Respond to requests, queries and complaints from external customers in a friendly and efficient manner so as to enhance customer loyalty.
To own all training related requirements e.g. TNA/TNI, creating training calendars, conducting PKTs, deploying training plans and conducting delivery for the aligned team
To own all process documents (DWI) maintenance and updating on a regular basis for the process
To process/audit the payrolls by meeting the obligations such as TAT & accuracy levels as specified.
To proactively seek learning opportunities to develop and maintain good knowledge of NGA’s systems, clients and workflow and processing procedures. To take an active part in promoting your own training and development in all areas.
Production
Responsible for resolving the queries on multiple clients within the team.
Responsible for Second Level Verification Of Data If Required
Providing feedback On Quality Issues Found During Audits
Responsible for timely escalation of production related issues
Responsible for Maintaining Accuracy and reducing IMS calls.
Prioritises, allocates and actions daily tasks to be accomplished to meet SLA
To build and nurture constructive relationships with the onshore team and internal colleagues from other business areas and to contribute to team efforts, team meetings etc
Coaches and advises team members on Systems and PC usage
Suggests ways in which systems and procedures can be improved to enhance the business.
Updating Process Related Reports and Documents
Categorising of IMS calls and error logs on monthly basis.
Client Handling, Support And Communication
Defining And Understanding Operations Requirements And Aligning Processes To Fulfil The Same
Handling Client Calls Daily / weekly or as needed
Interacting With Client through Mails – Reporting/ Issues/ Queries Etc.
Collecting data for billing purposes – production man hour etc.
Co-coordinating billing activities with finance department
Tracking Customer Complaints To Closure
Analysis/ Reviews
Reviewing And Analysing Process Metrics For All Processes In The Account
Performing Risk Analysis At Proposal Stage And Plan For Mitigation
Conducting Inter-Departmental Audits As Required (If certified by Quality)
Reports
Reviewing, sending and Presenting Senior Management Reports
Ensure that the Process Instructions are properly documented & regularly updated
Reviewing Process Plans, Daily Dashboards & other documents
Compliance
Ensuring Quality Compliance For All Processes Handled – Following Of Quality Processes Thoroughly – Checklists, Standards Etc.
Ensuring All Process SLAs Are Met
Ensuring ISMS/GDPR Compliance for all processes handled
Adhering to company policies, Rules & Regulations
Adhering to Work Timings, Leave Schedules