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- Step in to resolve any issues on key strategic carriers as they occur whilst maintaining regular communication with them
- Provide strong visibility within the BUs to facilitate resolution of queries
- Facilitate regular meetings with the BU, where possible on a face-to-face basis, to achieve successful outcomes
- Manage the metrics to ensure all action is taken to achieve these
- Management of B&DD positions, hands on as necessary to reduce the bad debt position
- Provide guidance in the recovery of funded positions
- Guide and support Mumbai on escalated issues, ensuring any training gaps are referred to the Team Leader so appropriate training can be given by the Tech Leader
- Provide mentoring / knowledge sharing to ensure all necessary colleagues are upskilled
- Handle escalations, prioritizing urgent activity
- Produce Exec summary for stakeholders
- Superior and clear communication, with excellent verbal and written communication skills to enable direct negotiation of challenging and difficult issues at organisational levels
- Excellent negotiation skills
- Strong impact and influence skills, including the ability to remotely influence others to meet agreed targets
- Clear understanding of escalation procedures and effective business communication routes
- Good ability to plan and manage personal workload efficiently and effectively, correctly evaluating importance and prioritizing accordingly
- Good working knowledge of internal and external processes
- Ability to identify opportunities for improvements to practices and procedures
- Experience of query and issue resolution
- Proficient use of standard office applications including Microsoft Outlook, Word, Excel and PowerPoint.
