OB RESPONSIBILITIES
The role is in Legal & Compliance shall encompass various tasks including, but not limited to, the following:
- Work on Data Privacy Information assessment
- Analyze if the information is needed to preserve or destroy as per regulatory compliances
- Review and analyze the information available on different applications and create reports in respect to information management plan
- Assess information that goes out of organization network, approve, or reject the requests as per organization policies
- Conduct due diligence and compliance activities and prepare reports
- Perform e-discovery and document review
- Undertake preliminary trainings/refreshers and diligently execute all assignments
- Work and prepare data analysis, prepare different reports
- Review different technical workflows that record data and assess the requirement
- Coordinate with different teams and provide support on related activities
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How You Add Value
(Including but are not limited to)
You have at least 4 - 6 years' experience in the legal/corporate department of a fiduciary or have worked in a law firm or experience with Legal service providing industry. You are willing and looking to consolidate and grow your skills and talents in the long term with a company that works in a strong team and results-based environment. You speak English fluently and bring on table:
- Good exposure to legal documents or legal services and compliance
- Good understanding on Data Privacy, Information Management program
- Hands on experience of legal outsourcing services
- Excellent understanding of data movement in different application
- Proficiency in using MS Office Suite
- Experience in Data security, compliance implementation, risk mitigation etc.
- Experience in writing compliance memos and preparing compliance reports a requirement
- Ability to perform email/phone outreach to relevant stakeholders and engage on discussions related to quality of assessment output
- Ability to prepare written summaries using information from variety of sources
DESIRED SKILLS & COMPETENCIES
- Ability to work independently
- Logical Thinking
- Excellent communication and writing skills
- Experience /exposure to similar work environment
- Exposure to writing reports
- Ensuring appropriate use of quality methods, tools, and techniques in the project
- Handling and managing huge data
Job Description
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Do
- Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLA's defined in the contract
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by complying with service agreements
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
- Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Deliver
NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed
OB RESPONSIBILITIES
The role is in Legal & Compliance shall encompass various tasks including, but not limited to, the following:
- Work on Data Privacy Information assessment
- Analyze if the information is needed to preserve or destroy as per regulatory compliances
- Review and analyze the information available on different applications and create reports in respect to information management plan
- Assess information that goes out of organization network, approve, or reject the requests as per organization policies
- Conduct due diligence and compliance activities and prepare reports
- Perform e-discovery and document review
- Undertake preliminary trainings/refreshers and diligently execute all assignments
- Work and prepare data analysis, prepare different reports
- Review different technical workflows that record data and assess the requirement
- Coordinate with different teams and provide support on related activities
How You Add Value
(Including but are not limited to)
You have at least 4 - 6 years' experience in the legal/corporate department of a fiduciary or have worked in a law firm or experience with Legal service providing industry. You are willing and looking to consolidate and grow your skills and talents in the long term with a company that works in a strong team and results-based environment. You speak English fluently and bring on table:
- Good exposure to legal documents or legal services and compliance
- Good understanding on Data Privacy, Information Management program
- Hands on experience of legal outsourcing services
- Excellent understanding of data movement in different application
- Proficiency in using MS Office Suite
- Experience in Data security, compliance implementation, risk mitigation etc.
- Experience in writing compliance memos and preparing compliance reports a requirement
- Ability to perform email/phone outreach to relevant stakeholders and engage on discussions related to quality of assessment output
- Ability to prepare written summaries using information from variety of sources
DESIRED SKILLS & COMPETENCIES
- Ability to work independently
- Logical Thinking
- Excellent communication and writing skills
- Experience /exposure to similar work environment
- Exposure to writing reports
- Ensuring appropriate use of quality methods, tools, and techniques in the project
- Handling and managing huge data
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