Coordinating in project activities viz. scoping, change management, delivery management, etc.
Preparing & presenting various weekly/monthly MIS reports pertaining to process and productivity.
Setting up targets, and maintaining CTQ (Critical to Quality) / CTP (Critical to Process).
Mapping business requirements and coordinating in developing processes in line with the pre-set guidelines.
Ensuring uniformity in the process understanding at the clients and the organizations end.
Establishing innovative systems & procedures for handling of data, reports and continuously improvising on them.
Mapping clients requirements, identifying improvement areas & implementing measures to maximize customer satisfaction levels.
Reviewing Accounts performance against contractual metrics (like Service Levels, Handle Times, Quality Scores, CSAT Scores, etc.).
Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs and work processes.
Managing weekly client calls and team meetings to review process performance, process metrics and related focus items.
Conducting process trainings, share knowledge and experience with the team in order to achieve goals and business objectives.
Creating a dynamic environment that fosters development opportunities and motivates high performance amongst team members.
Responsible for new hire training across levels on technical/ Sales process & product for process.
Train new hires on GDS (Amadeus /Saber).
Facilitation of required cultural & behavioural training.
Preparing Process Training modules and Assessment papers.
Post Training Mentoring and performance monitoring to understand training effectiveness during Transition phase.
FIS is the world’s largest global provider dedicated to banking and payments technologies.... With a long history deeply rooted in the financial services sector, FIS serves more than 14,000 institutions in over 100 countries. FIS delivers the most comprehensive range of solutions for the broadest range of financial markets and holds leadership positions in payment processing and banking solutions, providing software, services and outsourcing of the technology that drives financial institutions. Every FIS solution has the strength you need for profitability today, and the power to help you manage whatever comes next.
First in financial technology, FIS is ranked third on the Barron’s 500, 426 on the Fortune 500 and is a member of Standard & Poor’s 500® Index. FIS has also been named the number one overall financial technology provider in the annual FinTech 100 rankings. Read full description