Subject matter expert

Job Description

<strong>Role Purpose<br><br></strong><em>The purpose of this role to deliver great customerservice/experience by effectively acknowledging, tracking, andprioritizing all client cases as per the regulatory guidelines, andensuring resolution as per the defined SLAs, by allocating the same tothe relevant support team.<br><br></em><strong>Do</strong><ul><li><strong>Ensure operational excellence through contract andregulatory compliance, effective case acknowledgment, tracking,prioritization, system updation, and reporting </strong></li><ul><li>Acknowledge client cases as per the SLA’s defined in thecontract </li><li>Access client tool and log all incoming client cases accuratelyon the internal tool as per contract </li><li>Accurately document all pertinent case information such as casenumber, case type, etc. of daily cases received </li><li>Follow standard processes and procedures to track and prioritizeall client cases</li><li>Accurately update the internal tool with daily cases and forwardthe same to respective agents and QAs</li><li>Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in effective case logging andprioritization </li><li>Maintain and timely update internal tool for agents to speed upresponse time</li><li>Identify red flags and escalate serious client issues to Teamleader in cases of non-compliance and untimely resolution</li><li>Ensure all client information, disclosures and regulatorychanges are given to agents and QA’s on a regular basis</li><li>Monitor compliance with service agreements to avoid legalchallenges </li><li>Share recorded case logs and status reports with clients andsupervisors on a daily basis</li></ul></ul><ul><li><strong>Deliver excellent customer service through effectiveunderstanding of client tool, accurate case logging and prioritizationas per regulatory guidelines </strong></li><ul><li>Serve as the primary point of contact for accessing casespertaining to a specific client using designated client tool</li><li>Develop deep understanding and use of client tool to effectivelyperform day today duties</li><li>Access client tool and acknowledge to the client the receipt ofthe cases as per the SLA’s defined in the contract </li><li>Accurately document all pertinent case information such as casenumber, case type, etc. on a daily basis for all cases received</li><li>Prioritize cases on the levels of urgency and complexity as perthe regulatory guidelines defines by the client </li><li>Accurately extract case information and create an excel listingcases along with relevant information pertaining to the cases</li><li>Maintain logs and records of all client cases as per thestandard procedures and guidelines</li><li>Collaborate with client and undergo trainings on any newregulatory guidelines for a particular client process and implement thesame on all cases </li></ul></ul><ul><li><strong>Ensure allocation and resolution of client cases as per thedefined SLAs by accurately updating internal tools, training sessions onnew regulations and regular reporting </strong></li><ul><li>Ensure allocation of cases to agents and QAs by accuratelyrecording all client cases on the designated internal tracking software</li><li>Maintain tracker of all cases received along with the allocationinformation for reporting purposes </li><li>Ensure all client cases are resolved as per the definedSLA’s and regulatory guidelines defined by the client</li><li>Maintain and share the resolution status report with supervisorand client on a daily basis</li><li>Share the hourly productivity update report with supervisors andclients on a daily basis</li><li>Undertake client training on specific tool features and/or anyother regulatory changes introduced by client/govt. </li><li>Conduct training sessions for agents and QA ensuring theregulatory changes have been effectively communicated to all agents andQAs</li><li>Ensure new regulatory guidelines are implemented all clientprocesses to avoid penalties and non-compliance</li><li>Liaise between the client and internal teams on escalations ofserious issues and unique queries</li><li>Follow up with agents and QAs to record feedback and ensurecompliance to contract SLA’s and regulations</li><li>Interact and engage with the client and internal stakeholders tocommunicate and update progress against a particular case</li></ul><li>Build capability to ensure operational excellence andmaintain superior customer service levels for the existing client</li><ul><li>Undertake trainings to stay current with any new features,changes and updates on client tool </li><li>Enroll in product specific and any other trainings per clientrequirements/recommendations</li><li>Conduct training sessions for Agents and QAs on any newregulatory guideline that needs to be applied to any process urgently</li><li>Identifying and document most common problems and recommendappropriate changes to the team leader</li><li>Updates job knowledge by participating in self learningopportunities and maintaining personal networks<br><br></li></ul></ul><strong>Stakeholder Interaction<br><br></strong><strong>Stakeholder Type<br><br></strong><strong>Stakeholder Identification<br><br></strong><strong>Purpose of Interaction<br><br></strong><strong>Internal<br><br></strong>Team Leaders<br><br>Process Improvements, Reporting<br><br>Agents &amp; QA’s<br><br>Case logging, forwarding, resolution<br><br>Training Team<br><br>Capability development<br><br>Quality<br><br>Case resolution &amp; response time<br><br><strong>External<br><br></strong>Client<br><br>Case tracking, reporting, acknowledgement, case prioritization as perregulatory guidelines, trainings &amp; certifications<br><br><strong>Display<br><br></strong>Lists the competencies required to perform this role effectively:<ul><li><strong>Functional Competencies/ Skill</strong></li><ul><li>Process/ technical Knowledge – Knowledge of process, processand tools – Expert<br><br></li></ul></ul><strong>Competency Levels<br><br></strong><strong>Foundation<br><br></strong>Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.<br><br><strong>Competent<br><br></strong>Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.<br><br><strong>Expert<br><br></strong>Applies the competency in all situations and is serves as a guide toothers as well.<br><br><strong>Master<br><br></strong>Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.<ul><li><strong>Behavioral Competencies </strong></li><ul><li>Collaborative working</li><li>Problem solving and decision making</li><li>Attention to Detail</li><li>Execution Excellence</li><li>Stakeholder Management</li><li>Client (Internal) Centricity</li><li>Effective Communication<br><br></li></ul></ul><strong>Deliver<br><br></strong><strong>No.<br><br></strong><strong>Performance Parameter<br><br></strong><strong>Measure<br><br></strong>Financials<br><br>Case prioritization as per client SLA and regulations, resolutiontime, penalties due to non-compliance<br><br>Customer<br><br>PCSAT and ACSAT score, Pulse score, Customer cases – received,time to forward, time-to-closure, customer references, positive customerfeedback<br><br>Account Management<br><br>no. of cases forwarded to support staff, no. of cases resolved perday, accurate reporting, prioritizing cases as per regulations<br><br>Team Management<br><br>Training Hours, No of technical training completed, no. of trainingsconducted<br><br>Penetration Testing – PT