Associate - Client Communications

ASSOCIATE - CLIENT COMMUNICATIONS (JOB NUMBER: CLICOMM014) **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) **Primary Location**: IN-TN-Chennai **Job Type**: Standard / Permanent **Job**: OPERATION PROCESSING **Education Level***: Bachelor Degree or equivalent (>= 3 years) **Experience Level***: Beginner **Schedule**: Full-time