|• Drive highest level of customer service and ensure escalations are quickly resolved with emphasis on fixing root cause to prevent recurrence.|
|• Consistently meet the Process SLAs and KPIs.|
|• Manage E2E escalations with ease involving communication with clients, auditors and internal stakeholders.|
|• Support BAU, resolve complex queries.|
|• Structured process around Error tracking, Analysis, feedback and Knowledge Management.|
|• Ensure adequate Backups are maintained for each function/person.|
|• Manage/ support operational projects|
|• Strategic planning, co-ordination and initiative driven characteristics.|
|▪ Strong in communication|
|▪ Ability to manage global partners and requestors|
|▪ Ability to handle matrix reporting for self and teams|
|▪ Controls and innovation mindset|
|▪ Focus on Client, Quality and Control environment|
|▪ Ability to perform under pressure and meet deadlines and daily cut-offs.|
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