To assist members of the CRM team in various location along with the managing the complete BAU (e.g. mail request, keeping track on monthly, daily, and weekly activities, Work allocation and prioritization, client escalation) with minimum supervision of a team leader. Candidate should be able to streamline the daily operations to ensure efficiency and adherence to the SLA. The specialist should be able to communicate with the people throughout the organization, able to solve the problems and improvise as needed and adept at estimating and managing time for a variety of tasks. Candidate will be playing vital role between the management and team members and will be responsible to drive a friendly and professional culture in the team. The role needs to work in rotational shifts starting at 3:30 AM for APAC and from 11.30 AM for EMEA.
Key Accountabilities and main responsibilities
Strategic Focus
Under direct supervision of a team leader/manager, effectively manage the BAU in accordance with the client’s requirements; CRM requests, or Team members queries,
as assigned to you, ensuring all day planning are professionally and thoroughly planned, correctly delivered on time, and within the given timeframe by:
- Documenting each activity for new business transitions & any exceptions.
- Identifying areas requiring risk management.
- Preparing qualified and thorough internal process management documentation; (including checklist, risk management strategies, assignment of roles and responsibilities statement, and mailbox management and/or service level agreements);
- Establishing and managing controls and procedures to mitigate risks;
- Ensuring that all the mailbox is clear by the EOD.
- Reporting to the client in a timely and professional manner; and,
- Effectively managing costs associated with each project.
- Timely review of SOP and ensure all the process documents are update with all the latest updates.
- Cross train in multiple process and sw