Sme-cx Niche

Subject Matter Expert, Customer Service

Location: Bengaluru, Karnataka, India

Job Summary:
Role requirements: Work from office, 24/5 working window,

The Subject Matter Expert (SME) for Pricing Operations plays a critical role in ensuring the accuracy, efficiency, and compliance of all pricing-related activities within our BPO services. This individual will be the go-to expert for complex pricing inquiries, process adherence, and continuous improvement initiatives. They will be responsible for maintaining a deep understanding of client-specific pricing models, market dynamics, and operational best practices to support our clients' business objectives.

Key Responsibilities:

- Pricing Process Expertise:
- Serve as the primary point of contact and expert for all pricing-related processes, policies, and systems.
- Interpret complex pricing agreements, terms, and conditions to ensure accurate setup and execution.
- Provide expert guidance and support to the pricing operations team on challenging scenarios and exceptions.
- Issue Resolution & Escalation:
- Investigate and resolve complex pricing discrepancies, billing errors, and system issues efficiently and accurately.
- Collaborate with internal teams (e.g., Sales, Finance, IT, Client Services) and client stakeholders to resolve escalated pricing challenges.
- Document solutions and ensure preventive measures are implemented for recurring issues.
- Training & Knowledge Management:
- Develop, update, and deliver comprehensive training materials and sessions for new hires and existing team members on pricing processes, tools, and client-specific nuances.
- Act as a mentor to junior team members, providing coaching and performance feedback.
- Create and maintain knowledge base articles, standard operating procedures (SOPs), and best practices related to pricing operations.
- Process Improvement & Optimization:
- Identify opportunities for process automation, standardization, and efficiency improvements within pricing operations.
- Participate in and lead continuous improvement initiatives (e.g., Lean, Six Sigma methodologies) to enhance operational performance and reduce errors.
- Recommend system enhancements or tool improvements to streamline pricing workflows.
- Quality Assurance & Compliance:
- Perform regular audits and quality checks of pricing setups and transactions to ensure accuracy and adherence to client contracts and internal policies.
- Ensure compliance with all relevant regulatory requirements and client-specific compliance frameworks related to pricing.
- Assist in defining and implementing quality control measures for pricing output.
- Reporting & Analysis (As required):
- Support the generation of pricing-related reports and analyses as needed.
- Provide insights based on pricing data to support decision-making and identify trends.
- Client Interaction (as required):
- Engage with client representatives on specific pricing challenges or process clarifications, representing the BPO's expertise and commitment to service.

**Qualifications**:

- **Education**: Bachelor's degree in Finance, Accounting, Business Administration, Economics, or a related field.
- **Experience**:
- 3-5 years of experience in pricing operations, finance operations, order-to-cash, or a similar role, preferably within a BPO environment.
- Demonstrable experience working with complex pricing models and contract interpretation.
- Proven track record of resolving complex operational issues
- Experience with ERP systems (e.g., SAP, Oracle, Salesforce) and pricing software is highly desirable
- Exceptional analytical and problem-solving skills with a strong attention to detail.
- Excellent verbal and written communication skills in English, with the ability to articulate complex information clearly and concisely.
- Strong interpersonal skills and the ability to collaborate effectively with diverse teams and stakeholders.
- Ability to work independently, prioritize tasks, and manage multiple projects in a fast-paced environment.