Entity:
Finance

Job Family Group:
Sales Group

Job Description:
Role Purpose
The Customer and Consumer Subject Matter Expert, with minimal direction, is responsible for managing escalated issues involving in-depth fix of BPMe Application, POP or Loyalty Platform. Acts as a liaison and work closely with other groups within the GBS and outside the organization. Provide support and training to colleagues. Lead colleagues when necessary in Customer and Consumer Support objectives. CreatDocumenttraining materials for agents. Manage projects and tasks related to current activity affecting Customer and Consumer Support. Provide analysis and feedback for new initiatives, routine problems, chronic problems and all facets of Customer and Consumer team.
Key Accountabilities
Provide technical analysis and feedback regarding impact of projects, system upgrades or modifications, as well as provide feedback and updates back to the team and department.
Deliver training, training materials, fix documentation and continual on the job training for agents.
Serve on, and sometimes lead,



projects for recent initiatives or enhancements.
Assist in data tracking for upgrades, software glitches, and beta testing.
Provide routine updates to management with project updates, chronic issues.
Work with third party vendors (IBM, FIS and Accenture) to assure they are supporting the customers in a timely manner.
Act as liaison between the GBS and other vendors for BPMe development and support.
Serve as the point of contact between the customers and other teams including but not limited to Level 2 Support, Fuels Marketing, Fuels Engineering.
Evaluate and recommend improvements to existing support processes.
Identify gaps in current support processes, create and document work around solutions for gaps identified or when standard solve fails. These gaps or issues may require in-depth analysis and working with other parties closely to resolve. Provide recommendations for permanent solutions when needed.
Handl

📌 SME CCS (Pune)
🏢 Bp
📍 Pune