As a Subject Matter Expert, mentor team members on how to accomplish tasks, cases, complex concerns, and other adhoc projects for custom, HESI, and Program Solution packages.Work on operational processes.Close coordination with BU partners, in alignment with immediate supervisor, to ensure timely and accurate delivery of serviceManages task distribution among specialists, overseeing day-to-day operation of the team. Deliver reports as needed by the supported segment.Continuous Improvement and Agility.Helps identify and improve processes to reduce bottlenecks and enhance efficiency. Main point of contact when the team immediate leader is out of office.Evaluate team’s current skills and check opportunity for upskilling and cross-skilling. Lead and provide structure to Training and Quality Assurance process and ensure compliance. Facilitate new hire training sessions and conduct refresher courses for Level II specialists as required, while updating the training plan as necessary.Facilitates immersion and task certification for new team members to support and assess readiness. Initiates learning and calibration sessions about the new processes with BU partners whenever relevant.Conducts internal audit and verify team escalations received. Analyze escalations based on root cause analysis provided by the team and check for error trends.  Conduct coaching to PPS II specific to training and quality assurance concerns only.Communicates the team’s progress/operational performance to his/her supervisor and ensuring transparency on both successes and areas of improvements of the specialists.  Supports operational processes for package queues.Other duties and adhoc tasks as assigned.

Qualifications: 

Bachelor's degree holder or completed at least 2 years level in College (no back subjects/incomplete units)

The ideal candidate will have experience working with sales flows, product data, and quality assurance principles 

Salesforce experience preferred  

Proficient with Microsoft Office 

Highly detail-oriented with a strong desire to produce accurate and quality work 

Highly self-motivated, team and goal-oriented with an entrepreneurial spirit 

Projects a positive attitude with co-workers & clients 

Strong organizational skills are required to provide timely and consistent support 

Logical thinker, with effective communication skills 

Effective written and verbal communication skills required 

Additional for internal applicants:

Must be in current role for 1 yearMust not have received any Disciplinary Action within the past 12 monthsMust not have any Attendance and Punctuality issues in the past 12 monthMust have a Successful or above rating in the last Enabling Performance cycle

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