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Nokia Company Mission and Vision

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ROLE DESCRIPTIONS

BPO Service Delivery- Techno function & SDM

COGNIZANT TECHNOLOGY SOLUTIONS

© Cognizant Technology Solutions

1

Process Executive
Track: BPO Service Delivery Management Career Stage: Learning/Contributing Location: Offshore Role Title: Process Executive Typical Grade: PE (L1) Reporting to: TL / TM / AOM

Position Summary Individuals in this role are responsible for meeting TAT and maintaining accuracy in day-to-day transaction processing in client/Internal applications, process flows. They are expected to transcribe information from a variety of sources into a standardized database system using various applications based on certain pre-defined rules. Key Result Areas
    

Meet /Exceed all defined SLA’s of the process (quality, TAT etc.) as agreed with the client 100% Compliance to process adherence as defined in the SOP Meet internal process metrics as defined Complete all mandatory assessment/ certifications as applicable Adherence to audit compliance

Typical Responsibilities Business / Customer


Provide updates and submit reports related to own area of work

Project/Process
      



Meet process SLAs / metrics – productivity and quality targets within the established timelines Ensure process guidelines are followed and met as documented Process pre-defined number of transactions as assigned Respond to data requests Raise process related issues / concerns on time with process and team leads Record data relating to production statistics, end-user related notes, etc as appropriate Adhere to shift handover processes Stay updated with the process knowledge / changes - refer to knowledge updates/ repositories to effectively process transactions Adhere to security practices set by organization

© Cognizant Technology Solutions

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People / Team
    

Record own attendance and time sheet related data Contribute to and participate proactively in knowledge sharing sessions Complete mandatory training for self as identified Align individual goals with team objectives (work cohesively with the team) Participate and contribute to organizational activities

Degree of Independence/Supervision required Requires high supervision  Complex problems (procedures/processes) are referred to the supervisor.  Work product is reviewed for accuracy Perform standard and routine assignments independently.



Team Management Responsibilities (wherever applicable)  Qualification:  Education - Master’s Degree in MBA(Finance) NA

Skills Required (L- Learner; P- Practitioner; S – Specialist; E- Expert; G- Guru)  As per RSM document

© Cognizant Technology Solutions

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