Executive

Job Description

Accountabilities Team Lead KYC verification Assist the Team Lead to carry out relevant assigned work & accurate action on verification cases assigned. KYC verification team Action on assigned cases accurately (+99%) Completion of assigned worked in stipulated time with accuracy Preparing complete productivity & sharing with the respective team & stakeholders. Managing activities assigned by team leader Response on mail Provide services to the gateways / customer service / service centre / Sutherland Global / Concentrix by supporting in resolution of query, within SOP. Managing activities & work of mailbox. Regular working on DHL KYC site and ensure timely completion of job accurately Follow up with DHL IT in case system related challenge like slowness and down Highlight to team leader and manager with crucial information Undertake any projects/duties assigned by the team leader and project manager Complete daily and weekly productivity reports to measure individual and department effectiveness. Ensure that customer information is maintained accurately on the customer database Validation of (Approve/ Reject) DHL KYC within TAT Quality check of the activity performed. Process KYC verification team: - Team lead will assign KYC verification cases to all the members. In case team lead absence, self-managed and assign the cases, action on KYC verification Working on the KYC verification file & action on assigned cases. Providing information with respective gateway/SGS/CNX and Customer service. Responding to gateway/SGS/CNX and Customer service mails with their requirements. Any Adhoc Activities as and when required as per process requirement. Working 24*7 in rotational shifts. Process Improvement Highlight areas for improvement, with suggested solutions to improve DHLs procedures, technology, and service to positively enhance customers’ experience with DHL. People - Management In case of absence of Team Leader, he/she must be able to demonstrate ability to influence decisions/actions. Skills / Qualifications Key capabilities Typing skills (at least 30 wpm preferable) Telephone skills (excellent) Conflict resolution skills (excellent) Technical Skills (Telephone systems, Order/Shipment Track & Trace Systems and Order Booking systems preferable) Competencies Competency segment ‘Business’ Analysis: Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions. Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools. Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk. Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals. Competency segment ‘Leadership’ Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions. Competency segment ‘Personal’ Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others' trust in own professionalism, integrity, expertise and ability to get results. Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information. Self Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.