Associate I

2 days ago

Kochi, India UST Global Full time

Productivity:
Proficient in the process assisting other team members who are new to the process as well to ensure quick readiness of the team.

Take steps to improve performance based on coaching.

Production readiness of new joiners within agreed timeline by providing guidance Actively participate in the team's or organization wide initiatives

Able to handle and manage higher complexity tasks.

Adherence:
Be aware of any clients process or product updates and ensure 100% compliance towards the same.

Adhere to release management process.

Thorough understanding of organization and customer defined process. Consult with mentor when in doubt.

Adherence to defined processes.

Adhere to organization’ s policies and business conduct.

Reporting:
Create reports on specific SLAs/performance measures/KPIs

Stakeholder Management:
Guide the team in preparing status updates and keep management updated about the status.

Training:
Attends one on one need-based domain/project/technical trainings as needed.

On time completion of all mandatory training requirements of organization and customer.

Provide on floor training and one to one mentorship for new joiners.

Escalation:
Escalate problems to appropriate individuals/support team based on established guidelines and procedures.

Monitoring:
Monitor progress of requests for support and ensures users and other interested parties are kept informed.

Manage knowledge:
Consume project related documents share point libraries and client universities

Mentoring:
Mentor and provide guidance to peers and junior associates.

Assist new team members in understanding the customer environment.

Communication:
Status update to the respective stakeholders and within the team

Collaboration:
Collaborate with different towers of delivery for quick resolution (within SLA); document learning's for self-reference.

Collaborate with other team members for timely resolution of errors.

Skill Examples:
Customer Focus: Focus on providing a prompt and efficient service to customers goes out of the way to ensure that individual customer needs are met.

Attention to detail to ensure SOPs are followed and mistakes are not knowingly made

Team Work: Respect others and work well within the team.

Communication: Speak clearly and write in a clear and concise manner. Uses appropriate style and language for communication (Data)

Communication: Speaks in an accent neutral manner or with the accent required for the process with good vocabulary and grammar skills.

Analytical approach: Makes systematic judgments based on information and relevant assumptions.

Ability to follow SOP documents and escalate the alerts within the defined SLA Willingness and ability to learn new skills domain knowledge etc.

Make rule based and discretionary decisions.

Additional Comments:
None

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