Provide effective support for workflow configuration, system access/permission changes, and day-to-day system operations and maintenance.
Coordinate the collection and analysis of requirements for country-level digital dashboards and independently develop high-quality IT dashboard solutions.
Work closely with IT development teams to drive the efficient implementation of requirements, while managing the day-to-day operations and data maintenance of launched digital platforms....
CSAT & Root Cause Analysis: Analyze CSAT/DSAT feedback and audit findings to identify key drivers, root causes, and recurring trends.Translate insights into clear problem statements and improvement opportunities.
Training & Capability Building: Collaborate with the Training team to design and deliver targeted refreshers based on QA findings, focusing on product knowledge, communication, and critical thinking skills.
Process & Experience Improvement: Partner with Operations, Product, and relevant stakeholders to identify process inefficiencies and recommend enhancements that improve turnaround time, resolution quality, and overall customer experience....
Ensuring all key deliverables meets the internal policy (Risk Control Management (RCM)) and external policies (Sarbanes-Oxley Act (SOX), US GAAP, etc).
Participating in process simplifications and automations.
Building a good relationship with stakeholders (FP&As, Controllership, internal and external auditors)....