Sme - Help Desk

2 months ago

Pune, India NielsenIQ Full time

Company Description

NielsenIQ is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.

**Job Description**:
**Finance SME- Helpdesk**

**Work Location - PUNE**

ABOUT POSITION

We are looking for an experienced **Order to Invoice (OTI) Subject Matter Expert (SME) manager** to join our SSC Leadership team, in the role of **Help Desk Lead.**

You will be responsible for leading our technical OTI support team to provide excellent customer service and resolve all technical issues.

As Help Desk Lead, you should have a solid technical background combined with NIQ OTI experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.

RESPONSIBILITIES

The Finance OTI SME- Helpdesk Lead will be responsible for:

- Support the SSC OTI Service Delivery team and evaluate performance
- Be the key link in the escalation cycle for any queries that the OTI team Leads or OTI Managers are not able to help the Associates resolve
- Drive a proactive mindset within our SSC culture and teams, to minimize actual queries needing to go back to the field for assistance
- Ensure SSC OTI Support is timely and accurate on a daily basis
- Recruit, train and support OTI SSC Team Members
- Set specific SSC OTI Delivery standards
- Contribute to improving support by ensuring the teams are actively responding to queries and handling complaints
- Establish best practices through the entire OTI process
- Follow up with customers to identify areas of improvement
- Develop daily, weekly and monthly reports on OTI team’s productivity
- Provide customer feedback to the appropriate internal teams
- Provide first level contact and convey resolutions to both SSC employees and customer/controller issues
- Properly escalate unresolved queries to the next level of support if required
- Track, route and redirect problems to correct resources
- Update customer data and produce activity reports
- Walk customers through problem solving process
- Follow up with SSC employees and customer/controllers, provide feedback and see problems through to resolution
- Utilise excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation and closure
- Recommended procedure modifications or improvements
- Preserve and grow your knowledge of help desk procedures, products and services
- Creates FAQ as part of KMS system.
- Resolve issues and escalate to the relevant channel if/when required; however, providing first level resolution is of utmost importance
- Challenge current process and performance practices, proposing and delivering enhancements to process & KPI’s to meet the ongoing requirements of the GBS Leadership Team
- Ensure compliance to relevant policies that may differ from country to country whenever possible, failing which may result in a negative impact
- Identifying areas where technical solutions would improve business performance.
- Content development (PPT/Word/Excel/One Note).
- Ability to develop eLearning content as per requirement.
- Timely and relevant customer feedback and status update

The SME role has been created to better crystalize the financial processes withing the hub, to drive an even better business for the stakeholders, by working closely with the OTI Teams, and to ensure
- Classroom training (initial onboarding + regular refresher training
- Reporting (daily, weekly, monthly, quarterly reporting)
- RPA - Testing
- Systems Troubleshooting
- E-invoicing Set Up
- Technical Assessment of teams
- Corrective Action Plan follow up sessions

**Qualifications**:
A LITTLE BIT ABOUT YOU

The primary role of the Subject Matter Expert is to act as a repository of authoritative information. Each member of the team knows they can go to you for answers and insight

QUALIFICATIONS
- Proven work experience as OTI Associate
- Hands on experience with NIQ OTI - including contract management, gatekeeping and billing
- Solid technical background with an ability to give instructions to a non-technical audience
- Customer-service oriented with a problem-solving attitude
- Excellent written and verbal communications skills
- Team management skills
- Degree in Finance or Accounting idealy
- Fluency in English mandatory; second or third regional language preferred
- Minimum of 8-10 Years of experience in Industry with strong expertise in the domain of Finance and Accounting.
- Prior experience in an outsourced or global shared services environment
- Experience in driving process improvement within a Finan

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