Work with Service Center to ensure average turn around time (TAT) is within agreed KPI thresholds.
Create a weekly report to send to the Info Systems Project Management team to assist them in reviewing incidents to determine what events have occurred that may be operational losses.
Work with Service Center to ensure average turn around time (TAT) is within agreed KPI thresholds.
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Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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Notifies Process Specialist, HR Services in case of process compliance or control issues or incomplete documentation.
Executes quality checks at various stages of the process and keeps the quality statistics reporting up to date – you’re helping everything stay streamlined for a more efficient workflow.
Other projects/tasks as allocated by the Process Manager/Team Leader, such as supporting local administration and maintaining employee files and information, as well as participation in team meetings, process analysis, and improvement actions.
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After sales - Applications training – presentation on technology relevant to instrumentation prior to hand on. Hands-on training hardware and software; troubleshooting; answer user queries on experimental
Support sales on opportunities by researching and identifying potential accounts; building rapport; facilitate solving customer problems on application issues through training, information and recommendation of solutions through knowledge of competitive offerings.
Support sales team on user meetings, workshops, seminars to update products technology and chemistry
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Keeping track of the CEO's routines and following up with any contacts or actions required.
Assist to keep the CEO's network active by providing reminders ahead on birthdays, anniversaries, client project renewals, events, etc.
Identify opportunities for the CEO's professional growth, such as workshops, seminars, or networking events. Arrange registrations and logistics for such engagements.
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Serve as an execution focal point coordinating workstream activities across Process & Technology, L1/L1.5 Support, Back Office, Quality & Regulatory, Finance, and Solutions & Infrastructure.
Coordinate with Affiliate Transition Leads to monitor local readiness, site cutover tasks, shadowing/reverse-shadowing activities, and hypercare execution.
Drive alignment between technical infrastructure rollouts (e.g., CCaaS Genesys, REXIS CRM, AI tools) and operational wave deployment schedules.
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Conduct preliminary assessment of reviewable areas, interview appropriate personnel, determine data requirement; accumulate, verify and analyse data, observe actual practices and evaluate operational function.
Identify causes of lapses and weaknesses, investigate, analyse and identify possible solutions or avenue for improvement and recommend best practices.
Communicate with superior on progress of work assigned. In cases where review could not be completed in time, superior should be informed immediately so that timing could be revised.
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Revise or develop preliminary agreements and related budgets and scope of work. Ensure the scope of work is defined correctly and budgets reflect the scope.
Develop an understanding of, and be compliant to all processes and policies relating to the development of proposals.
Participate in strategy calls to discuss customer requirements and identify discrepancies in customer information.
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