Backend Operations Associate

Job Description

Job Highlights

• It is a Non-voice, totally backend operation profile
• Looking for candidates who are absolutely flexible for night shifts
• Good communication, excel, and calculating skills

Summary

The Associate is responsible for processing low complexity transactions in a timely and accurate manner as per the client-specific standard operating procedures. He/ she should be able to perform rule-based tasks. He/she works with the Subject Matter Expert (SME) and manager to identify issues & opportunities for improvement. This role may be leveraged across multiple client teams.

Responsibilities

• Acquire process knowledge from SME (Internal/Client) & be process certified.
• Participate and successfully complete role-related training programs.
• Responsible for appropriately managing assigned tasks
• Responsible for processing transactions of low complexity.
• Ensure consistent productivity & accuracy as per team requirements.
• Ensure timely and accurate service delivery as per client SLAs and adherence to client contractual commitments
• Provide prompt responses to queries from Internal or External stakeholders
• Follow Data Privacy and Code of Conduct standards
• Ensure compliance with Time Recording guidelines
• Adherence to floor policies, team schedule, and leave plans.

Competencies

• Passion for results:
• Be committed to performing the job to the highest possible standard
• Client Centricity:
• Ask questions and show keenness to understand the client perspective
• Meet timelines with minimal or no escalation
• Demonstrate responsiveness to client needs and requests
• Effective Communication:
• Listen intently and ask questions to clarify understanding
• Understand given data and structure further communication based on the understanding
• Collaborative Working:
• Work well with colleagues from different parts of the organization.
• Make changes in your own way of working for the benefit of the client, organization, and other relevant stakeholders.
• Problem Solving & Decision Making:
• Seek and analyze data and information pertaining to the issue at hand
• Display a sense of urgency in accomplishing goals and takes action to ensure results.
• Learning Agility:
• Demonstrate eagerness to learn on the job
• Apply learned concepts and skills on the job with guidance
• Seek necessary help to deliver results in new and ambiguous situations
• Execution Excellence:
• Clearly understand work expectations & prioritize critical activities

Education & Skills

• Bachelors Degree (preferably Commerce/Accounting) Technical graduates are not considered for this role
• Work experience of 0-24 months
• Good written & verbal (English) communication skills
• Working knowledge of computer applications including Excel & Word
• Typing Speed of minimum 25 WPM & 90% Accuracy

Work Conditions

• Flexibility to work 24*7 shift timings
• Occasional extended work hours to meet business needs
• Mobility across client teams
• Willingness to sign a service agreement at joining and before every overseas travel/assignment/Training