Role: Senior Analyst (IC1) - Customer Data Operations

    Customer Data Operations comprises of Customer Data Sales and Finance, Install Base, Cloud Subscription Data Management, & Non Revenue Orders. The responsibility of the team is to maintain accurate customer Data & provide uninterrupted service to our customers. Teams focus is on enhancing customer experience by imbibing Agile, Willingness to change status quo, Accountable, Responding with Sense of Urgency & Engaging for building Trust – AWARE values

Job Responsibilities

•    Ensure the desired Service level Agreements (production, Quality, TAT etc.) are met
•    Work on assigned Service requests
•    Act as the first point of contact for operations
•    Identify improvement opportunities (proactive and reactive)
•    Customer Centric behavior displayed
•    Collaborate closely with quality team to identify opportunities to improve the gap in process
•    Work on Priority / Escalated & critical service requests
•    Drive towards finding resolution to issues
•    Identify, create and facilitate process design changes
•    Drive towards gaining process expertise

 This role reports into Assistant Manager/Deputy Manager

Key Competency

•    Communicating for Impact
o    Gains 'win-win' outcomes with colleagues or customers
o    Handles objections with authority and credibility
o    Demonstrates ability to influence without authority
o    Listens carefully and attentively to clarify and confirm understanding of others
o    Conveys information, thoughts, and opinions in a compelling manner, appropriate to the audience
•    Collaboration
o    Builds trust, mutual support and understanding with colleagues
o    Demonstrates acceptance and respect for others
o    Values diverse thinking and seeks to understand different perspectives and cultures
o    Demonstrates value as a team player both within and across teams
•    Performance drive and Execution
o    Perseveres to deliver against objectives and takes personal accountability for own performance
o    Knows what level of performance is expected and how to get support as required
o    Demonstrates attention to detail in all aspects of work
o    Acts with a sense of urgency and confidence to deliver quality work in a timely manner
o    Demonstrates resilience in the face of challenging situations
o    Delivers results while ensuring compliance with Oracle's Code of Ethics and Business Conduct
•    Mastering Complexity
o    Assimilates and evaluates new data and facts in a timely manner to support effective decision-making
o    Gathers appropriate data and diagnoses root cause of issues
o    Tackles problems enthusiastically; views problems as a challenge
o    Recognizes problems; knows when to seek input from others or escalate to a higher level in a timely manner
o    Draws accurate conclusions from qualitative and quantitative data
•    Change Agility
o    Shows willingness to adjust to changing work environments
o    Offers ideas on where improvements could be made
o    Works efficiently in situations of uncertainty
•    Competitive Edge
o    Demonstrates understanding of unique internal and/or external customer needs and how  to meet them 
o    Implements improvements in efficiency, effectiveness, and productivity
o    Values and explores ideas and suggestions made by others
o    Considers alternatives to existing assumptions, practices, and thinking
•    Inspirational Leadership
o    Leads by example and personally models positive values, inclusive behaviors, and work practices
o    Projects confidence, expertise, and authority
o    Demonstrates integrity, honesty, and fairness in dealing with colleagues and customers
o    Exhibits, promotes, and supports ethical behavior and business practices; complies with Oracle's standards of ethics and business conduct
o    Proactively seeks feedback and focuses on developing relevant capabilities.

Basic Requirements

•    Any Graduate with 2-3 years of relevant experience
•    Flexible to work in shifts
 

Career Level - IC1