Administrator - Program & Project Management
- Lucknow, Uttar Pradesh
Job Summary:
- The Project Executive in Support & Operations plays a critical role in ensuring exceptional customer service and operational efficiency. This position is responsible for independently resolving service tickets, providing on-call support, and conducting root cause analyses to enhance customer satisfaction while adhering to quality standards and regulatory requirements.
Key Responsibilities:
- 1. Ensure adherence to quality standards, regulatory requirements, and company policies while managing support operations and project execution.
- 2. Provide effective on-call support for escalated issues, conducting thorough root cause analyses to identify and resolve underlying problems.
- 3. Manage knowledge base updates and contribute to value-adding activities, including training new team members and coaching analysts to improve team performance.
- 4. Independently resolve service tickets within the agreed Service Level Agreements (SLA) for ticket volume and response time, ensuring timely resolutions.
- 5. Foster a positive customer experience by aiming for First Call Resolution and minimizing rejected resolutions or reopened cases, thereby enhancing overall customer satisfaction (CSAT).
- 6. Robust understanding of project management principles and methodologies in a support context.
- 7. Proficiency in DMO tools and technologies for effective ticket management and operational support.
- 8. Excellent analytical and problem-solving skills to conduct root cause analysis and drive continuous improvement.
- 9. Familiarity with customer service best practices and a commitment to delivering an exceptional customer experience.
- 10. Involve in customer financial deliverables & operational hygiene including onboarding & Offboarding, Life cycle management of Projects/Customer.
- 11. Enabling Internal and external financial audits conducted on the module including historical cases.