3848629-Senior Executive

Job description

Basic Function Provide a helpdesk service to handle all queries via telephone or email. Record all queries with unique identification references, identifying problems and relevant issues, assessing them, and making decisions to resolve the issues. Work within established procedures with minimal supervision. Identify common themes from queries and recommend process improvements to reduce the number of queries. Performance Parameters Process performance as per agreed KPIs Attendance & Schedule adherence Team objectives and accomplishment of assigned goals Primary Interactions Internal Assistant Manager/ Lead Assistant Manager, for the purpose of reporting performance, escalation handling, clarifying concerns, seeking support and monthly evaluation of performance Subject Matter Expert for the purpose of handling process related issues, queries and escalated transactions External Client operations team, trainers and SMEs for the purpose of reporting developing and updating training curriculum, provide feedback on training and discussing specific action plans Escalation teams at the client end for the purpose of seeking clarifications & answering queries Work Experience & Other Requirements Commerce Graduate with 3 to 5 years of experience Experience in ERP systems (PeopleSoft, Oracle, SAP) is desirable. Good level of knowledge and experience in Accounts Payable. Excellent communication skills. Ensure adherence to process SLAs and controls. Strong accounting skills, analytical skills, and accuracy with numbers.