Team Lead/Specialist/SME

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Job Description - Client Specialist, SDU, India

I. Basic Information

Job Title: Client Specialist

Report to: AM - Service Delivery

Department: Service Delivery Unit

Location: Bangalore, India

II. Purpose of the Position

Processes complex tasks, implements new tasks and/or manages existing tasks without supervision. Provides guidance, instruction and direction to the team of client associates and client analysts. Ensures to maintain and meet the quality and quantity standards, with timelines. Responsible for meeting quality, quantity, and timeliness requirements.

III. Principal Responsibilities

Responsibilities

Responsibility Area (E.g. Budgeting & Planning, Team Management, etc.)

Description (Do…… in order to/to ……)

1.Operates a variety of client systems and performs complex tasks and activities without supervision following information security policies, procedures and guidelines. Meets and exceeds client performance standards.

2.Interacts with co-workers and supervisors to audit and troubleshoot to meet client needs in a timely manner. Takes initiative to find solutions and works effectively as a member of the team.

3.Develops and implements procedures to meet quality, quantity, and timeliness standards.

4.Composes clear, polite, and well-organized emails to communicate with clients. Anticipates client needs proactively and takes initiative.

5.Coaches less-experienced staff in learning procedures and insurance knowledge.

6.Analyzes the root cause of processing problems and keeps team and supervisor, and client informed of issues and solutions.

The above responsibilities are not inclusive. Other responsibilities may be assigned to this job position depending on business needs

IV. Minimum Qualifications

Experience: 5+ years at least and 1.5+ years as a Team Lead or SME

Education Background: Bachelor Degree (Major)

Skills: Auditing, Training, Quality check, SOP creation, Process Transition, Escalation management, Performance management, Attrition and Shrinkage.