Production Support

2 months ago

Mumbai, India RiverForest Connections Private Limited Full time

**Responsibilities**:

- CHANGE MANAGEMENT:
I. Run Stabilization and Optimization:
1. Ensure maintenance of Standard Operating Procedure (SOPs) section-wise(imports / Exports / product Transverse / Support SOPs) and inform the Head - Organization and Support

2. Propose enhancements and quick wins (process, organization or system) and supervise alignment on best practices

3. Follow up and challenge partner's continuous improvement initiatives (FMEA:
Failure Model Error Analysis)

4. Act as a local PMO to ensure follow-up of stabilization and run optimization activities and monitor possible dependencies with transition activities.

5. Conduct any project impacting BO organization.

II. Transition activities:
1. Co-ordinate locally transition project office activities (offer a consolidated viewof GTFO transition progress, survey dependencies within and between PUSHandPULL activities for organization and system topics) and report to theTransition manager

2. Represent the Trade Finance COO in the Operation Center Set-up work stream for all aspects.

3. Facilitate complementary investigation onshore.

4. Support Partner's transition action plan, conclusions and implementation

5. Propose actions to secure ramp up phases and lead data migration andbusiness rehearsal activities at GTFO level

6. Contribute to SOPs documentation prior to knowledge cascade

7. Transfer knowledge of Territories specificities internally with other team members.

PERFORMANCE MONITORING, ANALYSIS AND REPORTING:
I.Performance Monitoring:
1. Analyse performance measures and report in a timely fashion with a focus and depth relevant to the client stakeholders:

- Most of the indicators will be provided by the supplier (IClient Workflow Management)
- Some data will be maintained and monitored directly by the Organization & Support team (e.g.: the users' access rights monitoring files, Error Log)

2. Liaise with COMPANY Middle Offices for Performance Management issues

3. Make Process, Organization and system optimization recommendations

4. Contribute to service quality improvement

5. Chairing of SLA meetings with client sites
- Enforce SLA commitments and report

6. Jurisdiction Management

7. ISO Certification and Management

II. Claims Management:
1. Perform Root Cause analysis and coordinate for correction. Manage accounting entries corrections in the accounting tool.

2. Monitor the effectiveness of Action Plan

3. Tool used: FileNet, Error Logs, Business Objects

4. Related SOPs: Customer Claims Processing, Processing of an error identified at BO level, Regularization / Reconciliation

III. Performance Reporting:
1. Responsible for coordinating/reporting on all Company MIS reports / Governance

decks and be SPOC for Client WFM team.

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