The primary goal of the Process Support Lead is to oversee daily operations and enhance process efficiency by guiding and supporting Production Specialists. This role involves managing performance, resolving technical issues, and building team capability to improve service delivery and client satisfaction.
Key Responsibilities
Performance Monitoring and Process Improvement
- Oversee daily transactions, evaluating performance parameters and dashboard scores.
- Support the team in achieving high-performance standards through technical support and guidance.
- Record, track, and document all client queries, troubleshooting steps, and resolution outcomes.
- Ensure adherence to standard processes and procedures to resolve client queries efficiently.
- Review call logs to identify recurring trends, implementing proactive solutions to prevent future issues.
- Escalate unresolved or complex client issues to the Team Leader as needed.
- Maintain compliance with service agreements, delivering accurate information and disclosures to clients.
Technical Escalation Management
- Handle technical escalations through effective diagnosis and troubleshooting.
- Provide product support and solutions to clients using a step-by-step approach.
- Troubleshoot client issues professionally, offering alternative solutions where necessary to retain client business.
- Conduct follow-ups with clients to record feedback and confirm SLA compliance.
- Escalate unresolved issues promptly to the Technical Advisors and SES.
Capability Building and Team Development
- Mentor Production Specialists to strengthen their technical expertise.
- Identify skill gaps through interviews, organizing targeted training sessions (Triages) to bridge them.
- Conduct regular training sessions and triages within products, informing clients as needed.
- Stay updated on product features and updates by enrolling in product-specific and other required trainings.
- Maintain and share knowledge on common issues, recommending effective resolutions for team reference.
Stakeholder Interaction
Internal Stakeholders
- Team Leaders. Participate in performance reviews.
- HR. Coordinate for hiring, engagement, and retention.
- Technical Advisors (TA) & Subject Matter Experts (SE). Escalate issues for resolution support.
- Production Specialists. Facilitate training and issue resolution.
External Stakeholders
- Clients. Resolve client queries, ensuring a positive experience.
Functional Competencies & Skills
- Process Knowledge. Competent understanding of assigned processes, tools, and systems.
- Domain Knowledge. Strong grasp of the relevant domain.
- Collaboration. Ability to work effectively with team members.
- Problem-Solving & Decision-Making. Skilled in analyzing issues and implementing solutions.
- Attention to Detail. Ensuring accuracy and precision in resolving client queries.
- Execution Excellence. Focused on delivering high-quality results.
- Stakeholder Management. Ability to engage and communicate with both internal and external stakeholders.
- Client-Centric Mindset. Dedicated to delivering a positive client experience.
- Effective Communication. Skilled in organizing ideas and delivering clear, client-focused messages.
Key Performance Indicators
- Client Satisfaction. Resolution of queries within SLA guidelines.
- Team Performance. Monitoring of dashboard scores and performance metrics.
- Training Completion. Conducting regular training sessions and triages.
- Compliance & Accuracy. Adherence to service agreements and accurate client communication.
This role is ideal for a professional with technical expertise, a client-focused mindset, and a commitment to continuous improvement in process delivery and team capability.