Job Description

Responsibilities

Execution

Establish clear understanding of the EY Learning process flow and related activities
Fully focus on the Content Admin process map, procedures and Work instructions to execute the assigned requests appropriately
Strict adherence to the defined Service Level Agreements (SLAs)
Ensure quality compliance as per the defined standard as the team is a centralised function supporting all geographies as per the globally consistent process.
Processes and/or reviews more complex transactions; performs duties and responsibilities with limited supervision
Follows through on commitments and takes responsibility for results; effectively prioritizes assignments; identifies and reports barriers and issues to Supervisor.
Responds to emails and enquires in a timely manner
Prepares and contributes to reporting as directed
Assists with GDS initiatives and other projects as assigned
Ensures GDS organizational policies and processes are followed

Management

Take responsibility to manage and assign the request flow of the assigned geography
Mould the junior resources within the team to step up to the expected level by providing adequate guidance based on the wider objective of the team and constant evaluation of the performance .
Should be capable to come out with suitable workarounds to plan the resourcing in case of increase/decrease in the workflow
Should analyse the trend and make assumptions to effectively manage the resource allocation and also to evaluate the service delivery feedback on a periodic basis.

Operations

Ensures all new process updates are incorporated while processing transactions
Ensure Work Instructions are up-to-date at any given point of time.
Actively participates and completes the performance management and development plan activities
Identifies potential areas for process improvements and makes recommendations to the Supervisor
Ensure there are no deviations from the agreed process raise change requests wherever required

Knowledge and Skills Requirements:

Good communication, interpersonal skills and customer orientation; works effectively with the team.
Should possess basic leadership skills and should have the ability to mould the junior members to rise up to the desired level.
Displays positive attitude; meets challenges and changes with an open mind, demonstrates commitment to the job
Should be well structured and should essentially possess analytical and problem solving skills.
Pro-active and always pay attention to detail this is critical when it comes to huge volume of transactions to be processed.
Flexible and dependable; willing to adjust work schedule as necessary to meet peak demands and customer requirements

Education:

Bachelors degree or above from a commercial, business or HR related discipline.

Experience:

4 years work experience preferred including prior Shared Services/BPO and/or HR Operations experience