SME- Data/Contracts Processing

PURPOSE: • Achieve deep knowledge and expertise on thedaily processes used by Agents. Serve asa resource and support to the Agents to enable them to complete their processwork successfully and learn how to perform duties without the need for support. This position will be located in Reno, NV.
ESSENTIAL FUNCTIONS :

• Supportthe complex / critical jobs on a daily basis with high personal diligence incarrying out work with primary focus on Compliance, Quality, Timeliness andProductivity
  
• Mentor,provide knowledge support to the PE, SPE's in complying to all WorkInstructions, ensure high level of integrity in self and team execution oftasks
  
• Supportconducting quality audits in time, ensure timely feedback to associates toimprove quality, ensure errors are root caused, corrective and preventiveactions are put in place by associate.
  
• Abilityto front end learning sessions with Clients and train the teams. Quick learningand perfect change orientation ensure teams are get right inputs in right time.
  
• Effectivelytriaging the complex cases that need research and root causing, then workingwith internal and external parties complying to customer centric approach whilestrictly adhering to standard guidelines & work instructions
  
• Proactivelycommunicate the progress on tasks, failures, resolution and status on time
  
• Flexibleand collaborative behavior in handling different tasks across the month tocater to changing workflow demands (month close, quarter close calendars etc.)
  
• Handle/ Guide the team in managing escalations, expectations per timelines, for bothcustomers and internal stakeholders
  
• Strictadherence to Work Instructions, proactively think about potential failures downthe line with changes and bring to the notice of leadership and ensureresolution on work procedures
  
• Supportthe teams to identify process improvements to reduce waste, improve quality& compliance for overall improved customer experience (both external andinternal customers)
  
• Applicationsand system savvy to quickly adapt to changes in IT Systems. Design thinking tosuggest UI / display parameter configuration to improve efficiencies andquality
  

JOB KNOWLEDGE, SKILLS AND ABILITIES:

• Anaction-oriented attitude, with strong organizational, analytical, mentoring andproblem solving skills
  
• GoodMS Excel, Word, and Team capabilities
  
• Goodcommunication skills to drive internal training, mentoring sessions etc.
  
• Deepunderstanding of sales operations, contract setup, contract workflows, billingand customer set up activities among other related processes
  
• Processimprovement mindset, logical thinking, reasoning and questioning the status quo,ability to lead brain storming sessions for root causes analysis
  
• Theability to learn fast, and train the teams in time. Should be able to get crosstrained across multiple activities
  
• Dependable,motivated, self-starter attitude with the ability to work independently whenrequired
  
• Candidaterequired to complete all internal training certification, conduct professionalbehavior
  
  

EDUCATION / WORK EXPERIENCE:

• Musthave 3+ years of relevant work experience with minimum 1+ years of relevantexperience in business process services
  
• Highschool diploma