EXL IT service management
Location
Jaipur | India
Job description
Primary Responsibility
Understand all relevant aspects Freight Bill Entry process, which includes:
Review of the BOL against information to be entered in the system. The Biller will be entering the information against specific criteria:
. Customer Information/Matching
. 3 rd party
. Reference Numbers
. Accessorial
. Payment Terms
. Special Services/Contracts
. Weight
. Density or Dimensions
Performance Parameters
. Productivity (Per SLA parameters)
. Accuracy/Quality (Per SLA parameters)
. Average Handle Time (Per SLA parameters)
. Complaints (Per SLA parameters)
. Any other metrics agreed to within SLA
Role Responsibilities
. Participate in training to develop knowledge in all systems
. Integrate procedural changes into daily routine
. Achieve individual productivity and quality goals
. Support other team members in meeting service expectations
. Aid in the training of others, as needed
. Provide quality review to ensure accuracy
. Adhere to Company Policies and Procedures
. Understanding of 'down stream' effects of bill entry accuracy
Primary Internal Interactions
. Assistant Manager - Operations for the purpose of reporting performance, clarifying concerns, and seeking feedback and support.
. Manager for the purpose of settling issues left unresolved by the Assistant Manager
. CCEs (Team Members) for the purpose of seeking co-operation and clarification on process related matters and providing assistance and support when required.
. SME/Process trainer for the purpose of training as and when required.
Primary External Interactions
. None
Minimum Qualification
Graduate with Computer literacy (MS Office and Domain knowledge). This would mean 15 years of formal education (12 years in school plus 3 years in college)
Minimum Experience
0 - 1 year
Technical Skills
Adaptability
Customer Focus
Interpersonal Skills
Communication Skills
. Ability to utilize multiple screens on systems to assess and research account information
. Should have an eye for detail for effective screening of scanned images.
. Demonstrate a willingness to change within the technological/systems environment
. Adjust well to new situations and changing priorities
. Focus on the highest priorities first and be well organized
. Consistently acts with a sense of urgency
. Commitment to appropriate level of service
. Interacts in a positive manner
. Ability to handle fluctuation in workflow
. Ability to work independently and in a team environment
. Present information in a clear, concise, and logical manner
. Listens carefully and attentively
. Take initiative to stay informed and keep others informed
Job tags
Salary
