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Process Operations Manager

1 month ago


Mumbai, Maharashtra, India Capita Full time
Job Title: Process Executive

Role Overview:

We are seeking a highly skilled Process Executive to join our team at Capita. As a Process Executive, you will be responsible for processing client data accurately and efficiently, while ensuring compliance with client procedures and SLAs.

Key Responsibilities:

  • Work collaboratively with the team to process HR and Payroll data, ensuring timely and accurate completion of tasks.
  • Query and clarify information with line managers and requestors as needed, to ensure accurate processing.
  • Monitor and manage workloads, ensuring that tasks are completed within the client-determined TAT.
  • Regularly review pending items and follow up on outstanding tasks to ensure timely completion.
  • Raise queries with leaders when necessary, to ensure timely escalation of issues.
  • Proactively manage emails from the OSC inbox, indexing and processing them in a timely manner.
  • Ensure all relevant cases are processed before the payroll cut-off, to ensure timely inclusion in the payroll run.
  • Organize and maintain individual folders, ensuring deletion of data after specified time periods.
  • Stay up-to-date with daily and regular updates within the process, provided by Team Leaders and received via email from clients.
  • Escalate system-related issues and work volumes in a timely manner.
  • Contribute to process improvements and streamlining, providing suggestions and ideas for efficiency gains.
  • Assist in knowledge transfer and training of new team members, ensuring a smooth onboarding process.

Key Performance Indicators:

  • Workday, SAP, and Process Champion.
  • Handle process queries from the team, stakeholders, and clients.
  • Achieve the KPI/SLA set for the process.
  • Productivity and accuracy.
  • Breach Reporting.