As a member of our Operations Team, you will support the delivery of Business Information products/services in Experian Credit Services. You will be responsible to ensure that we meet or exceed our service delivery commitments/ and agreements with our clients to achieve a positive customer experience.
The candidate is required to collaborate and work effectively with internal cross functional teams (eg. sales/ technical / customer service) and external parties including data suppliers/vendors. The candidate must be efficient, accurate and timely and have the relevant experience in Operations. The candidate must be passionate about delivering quality service, initiating process improvements to drive operational efficiency and customer satisfaction. The ideal candidate must have worked in MNC / financial institution and has demonstrated skill in being able to overcome the complexities of working in a challenging environment.
What you’ll be doing
• Achieve or exceed operational efficiency targets and objectives (eg. Utilization% etc)
• Deliver on service-level-agreement (SLA) commitments made to customers on delivery turnaround time and quality of delivery
• Ensure accurate and timely upload of new cases assigned by clients into Collection system
• Work independently to monitor auto-buy/ integration programs, perform exception handling which may include manual buys & data updates, system re-initialization/verifications, liaison with external vendor and internal technical team to fix integration problems
• Provide regular feedback to manager on system/ process related issues that impact our speed and quality of delivery to our customers
• Initiate process improvement/automation suggestions or formulate solutions to problems and collaborate across internal functional teams (technical/ sales/ customer service), and external vendors to drive system enhancements, where necessary
• Provide support in system related enhancements to improve process/speed or quality of delivery, User Acceptance Test or Business Continuity Plan which may take place during non-operation hours/days
• Handle back-up operational activities/duties of other operation functions, where necessary
• Promptly handle all incoming and outgoing correspondence. This includes: Dispatch of outgoing mails and distribution of all incoming mails and other documents to collection team
• Prepare and distribute daily/weekly/monthly reports
• Assume any report or task assigned that are relevant to operations
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