Process Lead And Subject Matter Expert

JOB DESCRIPTION

This form is designed to describe the main objectives of this job and its essential functions and job qualifications.

I.BasicInformation

Job Title : Process Lead, SDU

Report to Assistant Manager, Service Delivery

Job Grade Grade 7

Department

Service Delivery Unit

Location: Bangalore, India

II.JobSummary(describein2-3sentencesthepurposeofthisposition)

III.PrincipalResponsibilities(identify4-5majorcategoriesofwork)

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ResponsibilitiesDescription

Description (Do in order to/to ) [3 to 5 Points under each Responsibility]

TaskProcessingandOperations

Operates a variety of client systems and performs complex tasks and activities without supervision

following information security policies, procedures and guidelines. Meets and exceeds client performance standards.

OperationOptimization

Interacts with co-workers and supervisors to audit and troubleshoot to meet client needs in a timely manner. Takes initiative to find solutions and works effectively as a member of the team.

SOPManagement

Develops and implements procedures to meet quality, quantity, and timeliness standards.

ClientCommunication

Composes clear, polite, and well-organized emails to communicate with clients. Anticipates client needs proactively and takes initiative.

Training

Coaches less-experienced staff in learning procedures and insurance knowledge.

Troubleshooting

Analyzes the root cause of processing problems and keeps team and supervisor, and client informed of issues and solutions.

Theaboveresponsibilitiesarenotinclusive.Otherresponsibilitiesmaybeassignedtothisjobpositiondependingon Businessneeds.

IV.BusinessRelationships(Optional)

Internal contacts (up, down and

across the company)

Team members within the Client Team and Reporting Manager

Clients/external vendors etc.

Client contacts

V.MinimumQualifications

Education Background - Degree

Working Experience required and preferred

• 5+ years of work experience in Service Delivery or Operations
• 1.5 years of experience in Mentoring or Informal Leadership roles preferred