Principal Process Executive

Responsible for quality checking and the compilation of data for complaint and trend analysis.

• Assist the QC & Workflow Manager in the analysis of quality data to identify and deliver coaching and best practice plans to increase efficiency of under performers.
• Review any Operational Losses for root cause and use CAPA process where necessary ensuring actions are delivered to avoid future exposure.
• Proactively drives improvements to quality performance within team and end to end process
• Review complaints/conduct trend analysis of quality issues and deliver effective actions to avoid future occurrence.
• To ensure both new recruits and experienced team members are appropriately trained, coached and motivated so that their individual and collective performance meets the current and future performance of the business.
• Support the QC & Workflow Manager in the management of the quality function as required.
• Take ownership of resolution of any risks or issues identified and ensure QC & Workflow Manager is fully aware of any ongoing issues
• Work with the UK support team in minimising the number of referrals needed from Chennai to the UK.
• Ensure that the operational unit works to support our quality policy, information security policy and all aspects of our Integrated Management System.
• Support the team deliverable by undertaking a range of roles and tasks when required.
• Pursue personal development of skills and technical knowledge to adapt to the changing business environment.
• Provide feedback to individuals in a timely manner and ensure issues/lessons learnt are shared with the wider team
• Ensure corrective actions are taken in a timely manner and seen through to completion
• Achieve team average of 98% quality result for certified staff month on month
• Motivation and efficiency of team members
• Development of knowledge, competence and skills of self and team
• Adherence to procedures, policies and Integrated Management System requirements
• Quality of recommendations for continuous improvement
• Effectiveness of change management and communication
• Effective communication with team stakeholders.

The candidate should demonstrate the following experience, skills and behaviours:

• 12 months experience as a Senior processing executive in their respective transaction.
• Candidates with experience/skills in the Defined Benefit (DB) pensions sector will have an added advantage for this role
• Deliver quality to our customers.
• Drive to improve results and standards by working together as a team
• Taking ownership and responsibility
• Exhibit exceptional leadership skills with technical proficiency
• Explains or presents information to individuals or groups in a structured, clear, confident and concise way avoiding the use of jargon.
• Explains the reasoning behind what is being said to ensure understanding and acceptance.
• Produces clear and concise reports and other written material (both draft and final form) usually of a detailed and sometime technical nature, which are understandable to those with or without knowledge of the subject matter.
• Uses time management techniques to plan, manage and prioritise own and team s work effectively, making most efficient use of the time available.
• Give constructive feedback in order to identify individual s development needs.
• Maintain consistency and fairness throughout the process.
• Has a very good understanding of the Group s overall aims, structures, policies and culture, together with a good knowledge of the policies, operations, systems and relevant strategies pertaining to specific areas of the business.
• Able to assess the impact of change on products, systems, processes and people.
• Develop and maintain relationships with key contact in all relevant areas.
• Has a good understanding of the business environment in which Equiniti operates and of industry best practice.
• Has a good awareness of the likely impact of economic, political, social and regulatory change on Equiniti s business and overall aims, including relevant IT industry developments.
• Maintain an understanding of competitor services and initiatives and how they may be turned to advantage.