Principle Process Executive

2 weeks ago

Bengaluru Karnataka, India Equiniti Full time

Management Level

H

**Principle Customer Experience Executive - CEC**:
**Department**:Operations **Reports to**:Team Leader

**Role**

As a Principal Customer Experience Executive, your role involves being the manager on duty (MOD) responsible for overseeing the escalation management process aimed at enhancing customer satisfaction. You will also track and record different escalation calls/scenarios to identify customer service gaps and make appropriate improvements

is responsible for all aspects of quality checking, complaint analysis, trend analysis and continuous improvement.

**Business Function**:
EQ India Operations team work closely with the EQ Group functions across UK, US and Amsterdam to provide operations support to Shareholder Solutions, Pensions Solutions, Investment Services, Employee Benefit Solutions, KYC Operations, Customer Experience Centre, Reconciliations, and Innovation. This service is delivered from our offices in India based out of Chennai and Bangalore.

**Core Duties and Responsibilities**:

- Efficiently manage escalation calls to effectively resolve customer queries or issues, ensuring the delivery of exceptional customer experiences.Responsible for quality checking and the compilation of data for complaint and trend analysis.
- Assist the QC & Workflow Manager in the analysis of quality data to identify and deliver coaching and best practice plans to increase efficiency of under performers.
- Review any Operational Losses for root cause and use CAPA process where necessary ensuring actions are delivered to avoid future exposure.
- Proactively drives improvements to quality performance within team and end to end process
- Review complaints/conduct trend analysis of quality issues and deliver effective actions to avoid future occurrence.
- To ensure both new recruits and experienced team members are appropriately trained, coached and motivated so that their individual and collective performance meets the current and future performance of the business.
- Support the QC & Workflow Manager in the management of the quality function as required.
- Take ownership of resolution of any risks or issues identified and ensure QC & Workflow Manager is fully aware of any ongoing issues
- Work with the US support team in minimising the number of escalation calls from Chennai to the US.
- Ensure that the operational unit works to support our quality policy, information security policy and all aspects of our Integrated Management System.
- Support the team deliverable by undertaking a range of roles and tasks when required.
- Pursue personal development of skills and technical knowledge to adapt to the changing business environment.
- Provide feedback to individuals in a timely manner and ensure issues/lessons learnt are shared with the wider team
- Ensure corrective actions are taken in a timely manner and seen through to completion
- Achieve team average of 98% quality result for certified staff month on month
- Your breaks will be scheduled and you are expected to comply with them, to ensure the process is always within Service Level Agreements.
- You will be following the US business shift hours and holiday calendar
- Motivation and efficiency of team members
- Development of knowledge, competence and skills of self and team
- Adherence to procedures, policies and Integrated Management System requirements
- Quality of recommendations for continuous improvement
- Effectiveness of change management and communication
- Effective communication with team stakeholders.

**Competencies and Experience**:

- Deliver quality to our customers.
- Drive to improve results and standards by working together as a team
- Taking ownership and responsibility
- Exhibit exceptional leadership skills with technical proficiency
- Explains or presents information to individuals or groups in a structured, clear, confident and concise way avoiding the use of jargon.
- Explains the reasoning behind what is being said to ensure understanding and acceptance.
- 's work effectively, making most efficient use of the time available. Give constructive feedback in order to identify individual
- 's development needs.
- Maintain consistency and fairness throughout the process. Has a very good understanding of the Group
- 's overall aims, structures, policies and culture, together with a good knowledge of the policies, operations, systems and relevant strategies pertaining to specific areas of the business.
- Able to assess the impact of change on products, systems, processes and people.
- Develop and maintain relationships with key contact in all relevant areas.
- Has a good understanding of the business environment in which Equiniti operates and of industry best practice. Has a good awareness of the likely impact of economic, political, social and regulatory change on Equiniti
- 's business and overall aims, including relevant IT industry developments.
- Maintain an understanding of competitor services and initiatives an

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