Job Profile Summary Description

This role works as part of 2 Help Desk (Tier 1) team members in the Business Services (BSC) team to ensures all the scoped Services across their lifecycle are managed appropriately across all customer groups to resolve most commonly reported issues and passed on other more complex issues to Tier 2. for further support, guidance, support, and resolution.

To direct, control and address all transactional and operational financial, HR & procurement queries and the services provided by the BSC team, as well as have their transactional and operation requirements and requests met in line with the agreed Business Services SLAs scripts and SOPs.


Principal Accountabilities

Manage all incoming queries via phone call and email from customers, external suppliers and affiliates on a day-to-day basis
Manage and address front line BSC customer interactions to resolve inquiries and provide guidance and support regarding employee finance related queries
Serve as first point of contact for BSC Customer inquiries via various intake channels (e.g., employee portal) and escalate queries to Tier2 (As and when deemed necessary in line with the agreed SLA’s)
Provide support and guidance on finance self service transactions workflows (to employees and managers) and accurately track and document finance inquiries and resolutions
For complex queries, capture and record them and then forward to Service Management Team Lead for support resolving them.Inform the customer of the answer to their initial query.
Log the call, query details and the response given to the query and Log complaints and escalate to Service management and transition lead
Identify essential tools to improve self-service education and make these available to end users
Ensure that the BSC is perceived as a customer-oriented and efficient service organisation.
Act as the primary point of contact for the BSC’s customers to raise issues and discuss concerns regarding service quality or processing errors
Conduct customer satisfaction surveys as part of case management and perform customer-related data gathering to support expedient inquiry resolutions
Escalate/redirect inquiries as required to finance, hr & procurement COE, subject matter experts and/or SGN Finance: Strategy and Expertise
Provide friendly, efficient and effectiveCustomer services by delivering a positive employee experience
Work with the BSC Leadership, the BSC teams as well as the customers on resolving quality issues.
Support the execution of root-cause analysis to prevent quality issues or errors from occurring in the future.
Drive continuous improvement through analysis of previous issues / errors, as well as reviewing and scrutinising ways of working.
Work with the BSC Senior Data Analyst lead to design, implement and execute regular customer satisfaction surveys
Contribute to BSC Continuous Improvement based on data and insights to reinforce and maintain service delivery
Define new specifications for enabling technology to elevate the Customer experience