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Engaged Employer

Equiniti

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3.8

based on 337 Reviews

3 Equiniti Principle Process Executive Jobs

Principle Process Executive

Equiniti India

3.8

based on 337 Reviews

3-5 years

Bangalore / Bengaluru

1 vacancy

Principle Process Executive

Equiniti

posted 4mon ago

Job Role Insights

Fixed timing

Key skills for the job

Quality Check Operations Information Security Change Management Customer Experience Management Continuous Improvement

+ 2 more

Job Description

Principle Customer Experience Executive is responsible for all aspects of quality checking, complaint analysis, trend analysis and continuous improvement.

Business Function

EQ India Operations team work closely with the EQ Group functions across UK, US and Amsterdam to provide operations support to Shareholder Solutions, Pensions Solutions, Investment Services, Employee Benefit Solutions, KYC Operations, Customer Experience Centre, Reconciliations, and Innovation. This service is delivered from our offices in India based out of Chennai and Bangalore.

Core Duties and Responsibilities

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.

Competencies and Experience

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

12 months experience as a Senior processing executive in their respective transaction.
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.