Job Location: Gurgaon/Gurugram
Position summary
The role of an Assessment Services Sr. Analyst is to primarily act as a subject matter expert for the KY3P team, specifically as it relates to the KY3P product as well as industry-wide events. As part of the team, the candidate will focus on providing insight of all the assessment triggered in KY3P to senior management and relevant parties involved throughout the assessment life cycle. In addition, they will focus consumer and vendor relationships, work on the Clients projects, data analysis, proactively participate in special initiatives aimed at improving customer experience and explore opportunities to gain operational efficiencies.
The successful candidate will be required to gain process and product knowledge within 1-2 months, start processing live operations activities, and partner with business functions including sales, operations, development, customer training, and handling day-to-day client inquiries.
Duties & accountabilities
- Ensure all customers receive first class service consistent with IHS Markit s expectations including but not limited to:
- Conducting demos and train clients on the platform
- Identifying and resolving client issues
- Follow up with vendor & clients based off SLAs
- Troubleshoot KY3P issues internally and externally
- Assisting with ad hoc projects and answering customer inquiries
- Become highly skilled in understanding and maintaining Operational Processes including:
- Creating and updating procedure documents
- Capture bugs & enhancements reported by Clients/Self & work with technology to fix them
- Participate on new platform user acceptance testing
- Assist team member on operations process when required
- Produce Daily, Week, Monthly reports and partner with various teams
- To ensure everyone has an insight of outstanding assessments
- Identify the action owners and share information for respective team to action
- Identify assessment where Service Provider is awaiting IHSM input and follow-up with respective individual and team
- Produce Adhoc team or management report as and when required
- Actively speak with customers to ensure they understand how to use the functionality of the KY3P product suite and understand the full capability of KY3P s industry initiatives
- Evaluate scope of work/project plans and make recommendations for improved process
- Maintain and report Key Performance Indicator (KPI) metrics to upper management.
- Must utilize strong adaptability skills and become an expert on our proprietary products, through classroom, web and on the job training
Business competencies
Education and experience
Batchelor s Degree with minimum 3-5 years of proven hands-on experience required on Management Reporting, Presentations and VBA
Data analysis skills with Advance knowledge of MS Excel, VBA and Presentation is required
Working knowledge of Salesforce (Lightning), and JIRA platforms are preferred.
Ability to manage conflicting priorities and communicate effectively with clients
Strong attention to detail and organizational skills with a focus on quality and process.
Ability to maintain and report Key Performance Indicator (KPI) metrics to upper management.
Must be able to work collaboratively with team members, both senior and junior.
Proficient in Microsoft Office Suite.
Flexible to work on global time zone
Commercial awareness
Have an excellent client service ethos and be able to communicate effectively with onshore team.
Strong analytical and interpersonal skills
Strong communication skills with exceptional presentation expertise.
Familiarity with bank compliance and risk management a plus
Management requirements
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