Services Analyst 1

Services Analyst 1

Unisys India Private Limited
Other - Malaysia
3-8 years
Not Specified

Job Description

Service Analyst (Operation Assistant Supervisor)
Location: Ipoh, Malaysia

We Believe in Better!
We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.
At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.
Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us!
Learn more about Unisys and our key solution offerings: Unisys, Stealth™, CloudForte®, InteliServe™

What success looks like in this role:
Interfaces with internal resources, others and/or clients to resolve questions or problems on a day-today basis that are escalated from process operations. Identifies issues versus contracted Service Level Agreements and conducts research to resolve problems of moderate difficulty and complexity. Coordinates activities across departments and follows up to ensure that the problem is resolved. Provides the customer, or the Unisys client interface, with accurate information whether over the phone, in person or in writing. Assignments require detailed knowledge of policies, practices and customer service objectives and ability to apply industry practices, standards, concepts and techniques. May require domain knowledge in a specific area related to the contract; domain knowledge may include specific educational or licensing requirements. Must be capable of effectively interacting with individuals in a broad range of situations. May act as a team leader and provide guidance to less experienced personnel.
  • Provide regular feedback to Manager – National Operations on employee coaching progress and performance.
  • Assists with development of employees.
  • Monitors budgets to ensure they are within agreed limits.
  • Manages daily site operational activities including timely delivery / collections to and from client.
  • Ensures all service delivery expectations are met.
  • Reviews workflow to meet production requirements, including volumes and deadlines.
  • Streamline work processes to improve efficiency and cost management.
  • Monitors accuracy and meeting of center KPI’s
  • Troubleshoots technical problems and assists with resolution where required.
  • Fast Escalation to ops support & high management for relevant operation issues.
  • Ensures all company policies, procedures and legislation are in compliance.
  • Ensures appropriate risk controls are observed by operating staff and participates and co-operates with the risk management and audit policies and procedures.

You will be successful in this role if you have:
  • Requires a Bachelor’s degree ( with at least 3 years of experience), Diploma holder (at least 4 years of experience)
  • Back-end processing knowledge
  • Understanding and/or experience in banking operations
  • Thorough knowledge of banking operations
  • MS Office skills – MS Word, MS Excel, MS PowerPoint
  • Strong written and verbal communication skills
  • Sound knowledge of the Company’s processing systems
  • Proven track record of leading a team
  • Strong verbal communication skills and the ability to create rapport and strong ongoing relationships
  • Strong time management skills
  • High attention to detail
  • Excellent customer service orientation Good follow-up Analytical and problem solving skills

Unisys India Private Limited

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