Associate - Client Communications

Job Title:
Associate

Date:
Department:
Client Communication

**Location**:
Chennai

Business Line / Function:
COO- Digital & BSU

Reports to:
(Direct)

Manager, NeoLink Admin

Grade:
(if applicable)

(Functional)

Global Head of NeoLink Admin & Support

Number of Direct Reports:
Nil

Directorship / Registration:
**Position Purpose**:
This position will be responsible for the BAU delivery of the Neolink Administration team, which provides static data & client support for the BNP clients from GSO Chennai. This member will be in-charge of management of relation with the Client, internal operation team & spoke locations receiving the services

This position is also in-charge of escalation management and service review with the location.

**Responsibilities**

**Direct Responsibilities**:

- Activation of Global Portal services: reception and control of subscriptions, accounts and user access requests (internal and external client) in order to:

- Guaranty access security and detect potential risk request
- Suggest to clients adapted solutions in line with jurisdiction policy
- Control the requests compliance related with official procedure and Service Level Agreement
- Locations support (take over and assistance in admin tasks)
- Internal support in the deployment projects for Neolink
- Follow up of client on boarding process in Neolink
- Participate in the organization of the service
- Ensure support shifts
- Welcome and integration of new comers
- Update control and procedures documentation
- To ensure that all client technology queries are appropriately documented and resolved within the agreed timeframe
- Management of relation with the Client, Spoke location and other internal team receiving the services
- Management of production KPI’s, follow up of queries
- Escalate unresolved open issues / high risk items to the senior management
- Manage staff to take corrective measures/actions
- Training (pre and post-sale) on site or via ‘web demo’ for internal and external users/Clients in NeoLink
- Maintain good communication with internal peer groups, and central team

**Contributing Responsibilities**:

- Continually strive to improve the client experience through better and wider use of BPSS technology
- Ensure high level of communication network is established with all the departments within the Business group
- Participate in Cross Training and ensure the Knowledge transfer between the team and processes is happening on periodic basis
- Share the best practices and ideas with the peer groups and team members

**Technical & Behavioral Competencies**:

- Results focused: understands the strategic objectives of the business overall and of the client facing teams
- Time management: priorities the tasks to ensure all project deliverables are completed in a timely manner. Able to manage workflow effectively to achieve individual and team goals
- Team delivery: contribute and participate in the team proactively. Delivers against strategy
- Technical knowledge: being able to pick up new tasks, processes and knowledge quickly when completing analysis
- Communication: expresses ideas effectively and clearly in both verbal and written, in a professional and appropriate way. Seek clarification when not clear
- Accountable: take personal responsibility for all the projects assigned, deliver quality service against personal and team work, also seeking way of improvement
- Strong analytical skills, detail orientation, service commitment and interpersonal skills
- Prioritization and foresee the risk involved in any action taken.

**Specific Qualifications (if required)**:
**Skills Referential**

Behavioural Skills: (Please select up to 4 skills)

Ability to collaborate / Teamwork

Communication skills - oral & written

Decision Making

Attention to detail / rigor

Transversal Skills: (Please select up to 5 skills)

Analytical Ability

Ability to understand, explain and support change

Ability to develop and leverage networks

Ability to manage / facilitate a meeting, seminar, committee, training

Education Level:
Bachelor Degree or equivalent

Experience Level

Beginner

**Other/Specific Qualifications **(if required)