Operations Associate

Job Description summary

The Center of Excellence part of our Global Business Services divisions supports our worldwide sourcing and procurement activities. The activities managed within the CoE are procurement operations, contract management, global travel function, tooling support & administration and customer & buying experience services.

We are looking for someone to contribute towards our Global Travel function. The ideal candidate for this role has a proven track record for creating fantastic customer experiences. Someone who knows what world-class customer service looks like and highly motivated to provide timely customer service.

Job Description

The Operations Trainee (Global Travel) manages and/or triages Concur, Egencia & Citibank Corp Card related customer queries from internal customers, as well as external Vendor partners to resolution. The agent will look to analyze patterns of contacts to optimize and enhance experience and provide expertise and solutions to reduce queries.

The Operations Trainee role reports directly into the Manager Operations.

• Receive help requests from internal and external users, research, resolve or escalate tickets.

• Role involves resolving Travel and Expense queries

• Know and be able to explain policies and procedure, if the user must be instructed on the proper policy to answer or complete their request

• Monitor escalated requests, follow up as necessary and reporting on status to users as needed

• Help define and streamline optimal process to manage customer expectations

• Managing defined KPIs and SLA

• Define and own inbound engagement experience including but not limited to:

  • Call routing

  • Scripting

  • Customer escalations and complaints

• Build meaningful and trustful customer relationships thanks to your proactive and results-driven approach

• Identifying training needs and help build and deliver on training content

• Be compliant on audit and compliance.

• Grow as an SME across all tools within global travel

Key competencies

• Strong interpersonal and communication skills - Both written and oral

• Proven strong analytical ability to solution problems and drive results

• Deep business acumen and strong strategic and conceptual skills

• Strong process and financial acumen

• Great network orchestrator, energetic and team spirit

• Background on Travel tools and ServiceNow Knowledge is a plus

• Excellent knowledge of Microsoft and relevant IT tools

Other duties

• Manages time and company resources appropriately

• Performs other duties as requested by senior leadership

Education and experience

Minimum: Bachelor's Degree in finance or related discipline

Minimum Experience: 2-4 years of experience managing internal/external relationships, including:

• Solved complex problems to drive value to the organization

• Working with cross functional international stakeholders across the company

• Defining and implementing change plans

• Working with people from a variety of different backgrounds and cultures

• Collaborating with multiple internal teams

• Demonstrating excellent written and verbal communication

• Demonstrating organizational, time management, and multi-tasking skills

• Utilizing the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Other Mandatory Requirements:

• Must work from office for minimum of 3 days per week, as laid by the function

• Should be flexible in working in shifts:

• 3 pm IST to 12 am IST

• 6pm IST to 3 am IST

• Candidate should be able to travel on their own to office

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