Job Description

Job Title:

Associate Level 1

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

• Call and email support center to assist end user in the access requests on Neolink:

- 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\xe2\x80\x99s, 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 \xe2\x80\x98web demo\xe2\x80\x99 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
• To collect the Requests/enhancements requirements from locations.(calls, emails, NeoTracking)
• 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\xe2\x80\xa6

Education Level:

Bachelor Degree or equivalent

Experience Level

Beginner

Other/Specific Qualifications (if required)

BNP Paribas