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    Executives EXL/E/1050414 - Pune, India - exl

    exl
    exl Pune, India

    1 month ago

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    EXL background
    Description

    Job Description

    To Process back Office Transactions for UK Energy Customers

    Brief Overview of the Process

    The UK energy market is deregulated, enabling customers to choose their energy supplier for both gas and electricity.

    OVO is moving towards servicing a customer's needs across products, as customers can now choose to manage their products through a single bill . You will now be expected to manage customer billing fallouts for both gas and electricity. This process involves the following key activities

    To manage transactions for gas and electricity customers. You will be routed exceptions around calculating bills, resolve complaints to the related accounts

    Performance Parameters

    SLA metrics – Productivity, Speed, Accuracy

    Relevant Table F metrics

    Attendance

    Schedule Adherence

    Role Responsibilities

    Ensure that the process transactions are processed as per Desktop procedures

    Ensure that the assigned targets are met in accordance with SLA and Internal standards

    Ensure that the quality of transaction is in compliance with predefined parameters as defined by Process Excellence

    Ensure adherence to established attendance schedules

    Ensure adherence to Company Policies and Procedures

    Primary Internal Interactions

    AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.

    Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance

    CCEs (Team Members) for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.

    Subject Matter Expert for the purpose of work thread related issues and escalated transactions

    QCA for the purpose of feedback and audit

    Trainers for the purpose of Pre-process and Process training

    Primary External Interactions

    Escalation teams at the client end for the purpose of seeking clarifications & answering queries


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