Performance Analyst

Skill required: Employee Services - Employee Data Process Design

Designation: Performance Analyst

Qualifications:Any Graduation

Years of Experience:3 to 5 years

What would you do? The Performance Analyst will process incoming requests received through emails or any other application. These requests include resolving and/or completing service requests and working collaboratively with the team members, other internal teams, Third Party vendors or Client.

What are we looking for? JOB REQUIREMENTS

Education Equivalent
Any Graduate

Experience
3 - 5 years. business experience with similar background
Knowledge of MS Office and Excel skills would be a plus

Knowledge/Skills Requirements:

Good organizational & prioritisation skills

Analytical and problem-solving skills

Multi-cultural awareness.

Passion for customer service

Team player

Results & detail-oriented

Focus on high data accuracy

Quality driven ?? in communications and all system transactions

Strong written and verbal skills in English Language

Core Competencies ??

Professional Qualities

Good oral and written communication skills

Ability to identify and effectively use resources

Excellent customer service skills
Working Conditions
Candidate should be willing to work in Rotational and Night shifts.

Roles and Responsibilities:

Job Description

The Performance Analyst will process incoming requests received through emails or any other application. These requests include resolving and/or completing service requests and working collaboratively with the team members, other internal teams, Third Party vendors or Client.

Key Responsibilities

Read, understand and analyze client process as per the business rules

Serve as the primary subject matter expert for performance management processes, tools, and policies, providing strategic guidance and operational support across the organization

Support the execution of performance cycles including mid-year and year-end reviews, calibration sessions, and ratings submissions

Maintain accurate and timely updates to performance data, including goal alignment, manager changes, and review statuses

Execute the process accurately and timely as a hands-on processor

Escalate issues and seek advice when faced with complex issues/problems

Participate in client conference calls and prepare ??minutes of meeting??

Ensure LWI??s are followed and updated regularly and train the team members on process updates.

Perform ??Root Cause Analysis? on issues faces and suggest appropriate corrective action for current remediation and future control

Must be able to propose process improvement ideas which can reduce time, improved accuracy or enhance controls

Must have clear understanding of the existing matrices in the process, how they are measured and improvise the measurement system to make it more effective and transparent.

Update process metrics on daily basis and maintain MIS

Always demonstrate the highest level of customer service

Pay close attention to detail and follow through to resolve any outstanding issues

Goes beyond immediate requests and activities to ensure both own and related tasks are completed

Ensure and maintain the security and confidentiality of client data

Update client applications accurately and quickly in accordance with the appropriate User Guides.

Must have clear understanding of the existing performance metrics in the process, how they are measured and improvise the measurement system to make it more effective and transparent

Follow LWIs while processing & highlight any anomalies in LWIs/process documentation to the SME/Leads

Participate in Team building activities

Have customers facing experience & experience of using telephony to speak with clients

Qualification Any Graduation