Executives
- EXL
- 1 - 2 years
- Pune
- 2 months ago
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Job Description
Group Operations Management
Sub Group Emerging Business Unit
Organization Banking & Financial Services
LOB Back Office
SBU Operations
Country India
City Pune
Center IN Pune C4
Skills
Skill
MS Excel English Composition Customer Management
Minimum Qualification
Graduate
Certification
No data available
Job Description
Primary Responsibility
To Process back Office Transactions for UK Energy Customers
Brief Overview of the Process
The UK energy market is deregulated, enabling customers to choose their energy supplier for both gas and electricity.
British Gas is moving towards servicing a customers needs across products, as customers can now choose to manage their products through a single bill and single payment options. You will now be expected to manage customer payment schemes across both gas and electricity. This process involves the following key activities
To manage transactions for gas and electricity customers. You will be routed exceptions around creating, amending and terminating payment schemes, such as refunding a customer payment scheme
Responsibility for handling bank queries and resolving them with the bank
Performance Parameters
SLA metrics Productivity, Speed, Accuracy
Relevant Table F metrics
Attendance
- Schedule Adherence
Role Responsibilities
Ensure that the process transactions are processed as per Desktop procedures
Ensure that the assigned targets are met in accordance with SLA and Internal standards
Ensure that the quality of transaction is in compliance with predefined parameters as defined by Process Excellence
Ensure adherence to established attendance schedules
Ensure adherence to Company Policies and Procedures
Primary Internal Interactions
AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance
CCEs (Team Members) for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
Subject Matter Expert for the purpose of work thread related issues and escalated transactions
QCA for the purpose of feedback and audit
Trainers for the purpose of Pre-process and Process training
Primary External Interactions
Escalation teams at the client end for the purpose of seeking clarifications & answering queries
SME / Trainers at the client end for training
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: MIS ExecutiveEmployement Type: Full timeContact Details:
Company: EXLLocation(s): Pune+ View Contact
Keyskills: Executives
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