As a Troubleshooting Agent, you will be part of the Production Operations team, and will work to make sure all systems are operational.

This includes pro-active checks, as well as live troubleshooting.

Tasks:

• Follow processes, procedures and workflows and keep up to date with new updated procedures
• Work in different platforms that connect the product
• Set up new installed systems
• Keep up to date with all internal new product features and past week issues
• Capture knowledge from new issue resolution and share in the Knowledge Base
• Do pre-game checks and run test productions
• Work in different platforms that connect the product
• Troubleshoot live or non-live match issues
• Communicate with other teams actively when an issue occurs
• Escalation to other teams where necessary
• Follow up with other teams regarding the issues

Job Description

Process management:

Responsible for management and coordination of overall operations for team handling Insurance Claims and Non Claims related activities, SLA delivery across all processes, quality and general administration

Team Management and People Development:

Lead & motivate the team and leaders ensuring their development through direct coaching/feedback wherever required.

Support learning and development initiatives, provide coaching and counselling, drive staff motivation and retention programs.

Effectively implement rewards/recognition, appraisal & incentive programs. Create cross-functional teams to drive versatility and encourage team building

Key Role

• Ensuring all business requirements are met within specified timeframes to maintain service level arrangements
• Ensuring team output is as per the set quality standards and there are zero to minimal escalations or breaches
• Engage and build strong relationships with relevant internal and onshore stakeholders to effectively handle any concerns or escalations
• Provide performance feedback and coaching to the leaders. Identifying training needs for leaders as part of roll road map
• Reviewing succession planning across all designations and working on any gaps identified
• Good understanding of the Quality and Training Framework and principles
• Familiarity with IT ways of working and experience in liaising between business and IT
• Reviewing progress on projects to meet client productivity delivery timelines
• Conducting periodic reviews of team and service level performance with the leaders
• Working with the managers and identifying hiring requirements basis attrition pipeline to ensure adequate headcount is in place
• Regular reviews of man power planning to ensure that billability is within standards
• Closely working with key stake holders on any farming opportunities
• Leading client reviews as part of governance forums
• Periodic review of all knowledge materials and other critical process documents

Reporting Line

Senior Manager of HR Technology

Primary Responsibilities    

• The Manager of HR Technology (Workday) Services will be a key leader, starting with implementation and transitioning into steady-state operations.
• The successful candidate will lead and develop a team of Tier 2 analysts to fulfill critical client-side roles in our Workday implementation, while simultaneously developing our knowledge and capability to deliver outstanding support and service to stakeholders and end users for post go-live ownership of the Workday solution.
• During implementation, this leader will serve as the Workday Testing Lead, including the development of test strategies and plans, coordination of testing activities, development of KPIs, education of testers, and partner to both internal and third party Workday experts to ensure proper defect resolution and re-testing of the Workday solution.

Specific Responsibilities   

• As we transition to post go-live operations, accountabilities will include: Maintain Tier 0 support documentation for the Workday solution.
• Evaluate services request volume and trends, and leverage data to prioritize additional training needs and process improvements in Workday.
• Assist Regional HR Technology managers with continuous improvement at Regional level to reduce number of escalations required. Manage regression testing and new feature adoptions in Workday quarterly releases.
•  Supervise work and manage performance of Tier 2 analysts. Establish KPIs and implement continuous improvements in processes and team performance.