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The Service Delivery Operations Analyst - Payroll will be responsible for the following:
Responsibilities:
Read, understand and analyze client process as per the business rules as a subject matter expert.
Execute the process accurately and timely as a hands-on processor.
Master the given process and help the team members to overcome process related queries
Escalate issues and seek advice when faced with complex issues/problems.
Pay close attention to quality of written and verbal English skills within Team.
Creates a logical plan, realistic estimates and schedule for an activity or project segment.
Ensure LWI’s are followed and updated regularly and train the team members on process updates.
Ensure process controls are followed; Maintain, validate and update process documentations as applicable to ensure compliance with documentation requirements.
Perform “Root Cause Analysis” on issues faces and suggest appropriate corrective action for current remediation and future control.
Must be able to propose process improvement ideas which can reduce time, improved accuracy or enhance controls
Participates in Knowledge Transfer of any process/client and acquires in depth knowledge of process as an SME.
Participates in various internal or client initiatives related to Process.
Must have clear understanding of the existing performance metrics in the process, how they are measured and improvise the measurement system to make it more effective and transparent.
Team Support :
Plan proper allocation of work.
Support Team lead / Manager with Daily stats / reporting and MOS. Update process metrics on daily basis and maintain MIS.
To be available on the floor through the day to resolve process related issues.
Participate in Team building activities & Organizational initiatives.
Complete training need analysis for the team on timely manner through quality reports and knowledge tests
Follow the Quality Check and Audit mechanism within process to ensure delivery on SLA’s.
Ensure and maintain the security and confidentiality of client data.
Assist in training/educating team assigned team members on learning and acquiring skills in process.