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Executives


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


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