Customer Experience Executive

Management Level

I

Principle Customer Experience Executive - CEC

Department: Operations Reports to: Team Leader

Role

Principle Customer Experience Executive is responsible for all aspects of quality checking, complaint analysis, trend analysis and continuous improvement.

Business Function

EQ India Operations team work closely with the EQ Group functions across UK, US and Amsterdam to provide operations support to Shareholder Solutions, Pensions Solutions, Investment Services, Employee Benefit Solutions, KYC Operations, Customer Experience Centre, Reconciliations, and Innovation. This service is delivered from our offices in India based out of Chennai and Bangalore.

Core

**Responsibilities**:

- Responsible for quality checking and the compilation of data for complaint and trend analysis.
- Assist the QC & Workflow Manager in the analysis of quality data to identify and deliver coaching and best practice plans to increase efficiency of under performers.
- Review any Operational Losses for root cause and use CAPA process where necessary ensuring actions are delivered to avoid future exposure.
- Proactively drives improvements to quality performance within team and end to end process
- Review complaints/conduct trend analysis of quality issues and deliver effective actions to avoid future occurrence.
- To ensure both new recruits and experienced team members are appropriately trained, coached and motivated so that their individual and collective performance meets the current and future performance of the business.
- Support the QC & Workflow Manager in the management of the quality function as required.
- Take ownership of resolution of any risks or issues identified and ensure QC & Workflow Manager is fully aware of any ongoing issues
- Work with the UK support team in minimising the number of referrals needed from Chennai to the UK.
- Ensure that the operational unit works to support our quality policy, information security policy and all aspects of our Integrated Management System.
- Support the team deliverable by undertaking a range of roles and tasks when required.
- Pursue personal development of skills and technical knowledge to adapt to the changing business environment.
- Provide feedback to individuals in a timely manner and ensure issues/lessons learnt are shared with the wider team
- Ensure corrective actions are taken in a timely manner and seen through to completion
- Achieve team average of 98% quality result for certified staff month on month
- Motivation and efficiency of team members
- Development of knowledge, competence and skills of self and team
- Adherence to procedures, policies and Integrated Management System requirements
- Quality of recommendations for continuous improvement
- Effectiveness of change management and communication
- Effective communication with team stakeholders.

Competencies and Experience
- 9-12 months experience as a Senior processing executive in their respective transaction.
- Deliver quality to our customers.
- Drive to improve results and standards by working together as a team
- Taking ownership and responsibility
- Exhibit exceptional leadership skills with technical proficiency
- Explains or presents information to individuals or groups in a structured, clear, confident and concise way avoiding the use of jargon.
- Explains the reasoning behind what is being said to ensure understanding and acceptance.
- Uses time management techniques to plan, manage and prioritise own and team’s work effectively, making most efficient use of the time available.
- Give constructive feedback in order to identify individual’s development needs.
- Maintain consistency and fairness throughout the process.
- Has a very good understanding of the Group’s overall aims, structures, policies and culture, together with a good knowledge of the policies, operations, systems and relevant strategies pertaining to specific areas of the business.
- Able to assess the impact of change on products, systems, processes and people.
- Develop and maintain relationships with key contact in all relevant areas.
- Has a good understanding of the business environment in which Equiniti operates and of industry best practice.
- Has a good awareness of the likely impact of economic, political, social and regulatory change on Equiniti’s business and overall aims, including relevant IT industry developments.
- Maintain an understanding of competitor services and initiatives and how they may be turned to advantage.