Company: First Advantage

Company: First Advantage

1.  Designation: Verification Executive – Operations

Roles & Responsibilities:

• Good verbal and oral communication skills- fast and correct typing, ability to create grammatically correct responses without any spelling errors

• Should have a good analytical thought process

• Ability to multi-task in a fast-paced, high-volume environment with Excellent problem-resolution skills

• Ability to learn, retain and apply large amounts of product, procedure, policy and system information

• Ability to accept and incorporate constructive feedback to improve performance

• Clarify customer requirements; probe for and confirm understanding of requirements or problem

• Knowledge of basic computer operations ( MS office)

• Good Email Etiquette and soft Skills

• The person should be good in Google search - know what to write while utilizing web communication, be able to quickly search alternate contact numbers/details

• Conduct pre-employment background screening which will be routine or standardized tasks

Education: UG - Any Undergraduate\Graduate - Any Specialization in any streams

Experience: 0-4 years’ experience in BPO industry

2.  Designation: Admin Executive

Roles & Responsibilities:

·  To oversee Administration w.r.t. M&E, HK, Pest Control, Indoor plants Mail Room etc services.

·  To coordinate for on boarding of sub vendors management and periodic conduct vendor evaluation with the Procurement team on the service delivery.

·  Review attendance for the day and modify activity/ schedule to ensure services are not affected.

·  Track monthly attendance and coordinate with service provider to replace staff lacking 95% attendance over a two month period.

·  Provide service related advice to sub vendor’s staff as well as FA.

·  Monitoring of all housekeeping / pantry /stationary/ consumables/ electrical spares etc

·  Control operations of material stores

·  Stock audit of material stores.

·  Formulating and assisting in timely execution of 52 week PPM process, Inventory (Asset) management, Facility Budget forecast, benchmarks, AMC Vendor Management.

·  Timely submission of Daily, Weekly and Monthly reports.

·  Be available on phone for all scope related escalations.

·  Ensure prompt escalation of issues beyond local resolution to Admin Manager.

·  Tracking of Administration operating expenses

·  Processing of all invoices for payment-first for approval and then for clearance as per the contract agreement.

·  Ensures maintenance of all statutory compliance documents with respective vendors

·  Raise incident reports, if any, within specified limits.

·  Booking of meeting/conference room and other arrangements

·  Coordinate during client/ VIP visits.

·  Coordinate during internal movements within the company

Education: UG - Any Undergraduate\Graduate - Any Specialization in any streams

Experience: 2+ years as admin executive in BPO

3.  Designation: Assistant Manager- Operations

Roles & Responsibilities:

·  Manage day to day operations of the process.

·  Proactively identify gaps, report on quality trends; make recommendations for improving and enhancing the existing framework / process.

·  Work closely with “onshore” to proactively understand business needs and solutions to anticipated issues.

·  Increase effectiveness of staff and tools by recognizing opportunities for development and proactively creating new systems and structures.

·  Must have experience in managing voice support team/s.

·  Handled a span of 40 FTE and above

Education:

·  2nd PUC/ XIIth

·  Graduates preferred

Experience:

·  At least 7 years of total work experience with International call center/ BPO

·  Minimum 1 year experience as AM on papers; with TLs as direct reports

4.  Designation: Customer Service Executive – Operations
Roles & Responsibilities:

·  Working knowledge of MS Office.

·  Ability to use internet effectively (with prior experience)

·  Handle incoming telephone calls and assist customers with their queries, processes transactions and provide customer service of the highest level.

·  Involves working ONLY in night shifts

·  Use questioning and listening skills that support effective telephone communication and understand the impact of attitude in handling calls professionally.

·  Must have the ability to multi task, be a quick learner and a team player

·  Efficiently handle inbound and outbound calls/ Reach out to contacts to obtain reference checks

·  Apply proper telephone etiquette to handle various customer situations and appropriate actions to effectively control a telephone call.

·  Manage difficult customer situations, respond promptly to the needs of the customer and build customer’s interest in the services and products offered by the company.

·  Dialing outbound calls

·  Make efficient use of resources available and provide suggestions/ideas to management to help provide better customer service.

Education: UG - Any Undergraduate\Graduate - Any Specialization in any streams

Experience: 0-4 years’ experience in BPO industry.

5.  Designation: Desktop Support Engineer

Roles & Responsibilities:

·  Must have strong oral/written communications skill and good inter-personal skills and be able to communicate clearly with US based teams.

·  Working Experience of 1+yr hardcore troubleshooting in Desktop/ Laptop/ Thin Clients/Printers, Client Server technologies (Microsoft).

·  Sound Network Concepts of DHCP / DNS / WINS, TCP/IP Framework, VOIP technologies basic.

·  Experience on Antivirus Management and Patch management.

·  Exposure on Backup & Restore of desktop profile data and management

·  Installation & basic troubleshooting of Desk Jet/LaserJet Network printers

·  Hands on experience in Microsoft office and Outlook configuration

·  Open for Rotational Shift which includes night shifts. Open to work on weekends to meet the Business requirements.

Education: Diploma/BE

Experience: 2+ years windows desktop support

6.  Designation: GRC Consultant – Information Security

Roles & Responsibilities:

·  Execute Archer architectural and developer duties which include design, development and implementation

·  Liaise with process owners to understand requirements and manage deliverables against timelines

·  Translate business requirements into technical requirements and design documents

·  Subject Matter Expertise in the support and administration of RSA Archer 5.0+

·  Development experience in the following RSA Archer eGRC Framework Modules: Enterprise Management, Business Continuity Management, Vendor Management, Compliance, and Policy

·  Proven ability to evaluate customer needs and develop Archer modules to meet those needs

·  Ensure implementations are well planned, consistent with and support broader business objectives

·  Design and document processes to support Archer at a platform level (maintenance, patches etc.)

·  Day to day administration of access control and ongoing configuration requests

·  Complete applicable documentation to comply with change management standards

Education: Bachelor’s Degree in Business Administration (Computer Science or equivalent preferred)

Experience:

·  2-4 years of experience in Risk Management

·  2+ years of Archer experience

·  Experience in Financial Services preferred

·  Archer Certified Administrator (Version 5 preferred)

·  Active member of the Archer Community

·  Lean, Six Sigma and/or demonstrated process improvement experience a plus

·  Project Management experience

7.  Designation: Operations Manager

Roles & Responsibilities:

·  Responsible for day to day Operations management

·  Monitor and ensure organizational goals and contractual commitments are met (e.g. budget/cost, service availability, responses, reports).

·  Resolve/monitor customer escalations as appropriate.

·  Responsible for mentoring, training, career development, performance management

·  Provide direction for and support of process change initiatives including robust documentation and training.

·  Reviewing and Monitoring process accuracy on a periodic basis.

·  Periodic client reporting and conducting quality audits.

·  Good Experience in MS office applications (PowerPoint, Visio, MS Project)

·  Able to work and deliver under pressure,

·  Should have keen eye for detail.

·  Must be flexible and able to work in shifts.

·  Should have confidence to discuss instructions and deliverables with clients and management to ensure clear understanding

·  Demonstrated experience in dealing with large-scale, highly available, and SLA managed services

·  Performance Management

·  People Management

·  Process Improvements

·  Client Relationship Management

Education: Graduate

Experience: Minimum experience of 9 years – relevant experience of minimum 2 years

8.  Designation: Process Manager – Operating Excellence

Roles & Responsibilities:

·  Identify opportunities of revenue enhancement, cost saving within the aligned functions

·  Prioritize projects on the basis of financial impact

·  Map end to end cross functional processes to identify flow of information & work

·  Identify gaps, loose ends, bottle neck, wastes within the process

·  Independently manage improvement projects (Lean / DMAIC) in various functions

·  Conduct process improvement methodology trainings when required

·  Plan project & monitor its overall progress

·  Lead multi-process operational / delivery function transition projects in a global environment

·  Ensure Project delivers against business objectives

·  Engage with leadership for project support / addressing roadblocks / Ensuring rigor

Education:

·  Graduates only

·  Must be a Certified Six Sigma Black Belt

Experience: Overall 8-10 years of experience, & at-least 4 years of experience in Project Management, Process Improvement role in ITES/BPO environment

9.  Designation: Procurement

Roles & Responsibilities:

·  Initiate sourcing of suppliers based on customer request, select and negotiate to achieve optimum cost, quality, and terms of services with suppliers.

·  Provides inputs to contracts with vendors.

·  Maintain inventory levels, expedite material, and maintain planning parameters to support customer service and inventory goals

·  Responsible for the preparation and process purchase orders and documents in accordance with company policies and procedures

·  Contract negotiation/finalization/management – with external/internal legal help.

·  Constantly control cost and manages cost reduction initiatives through vendor selections and contract re-negotiation.

·  Provide support to operations and provide leadership in developing long-term supplier relationships.

·  Reporting / MIS on cost / savings.

·  Proposal development through sourcing strategy

·  Recommended supplier selection through market analysis, vendor shortlist

·  Competitive bid events(RFx – RFI, RFP & RFQ)

·  RFX evaluation and contract and price negotiation

Education: Graduates only

Experience: 4+ years in procurement

10.  Designation: Project Manager – Legal

Roles & Responsibilities:

·  Maintain the Master Vendor Inventory, working with FADV offices and departments to ensure vendors are captured in the Inventory.

·  Vendor Audit Mapping: categorize vendor and assign or initiate vendor audit steps according to requirements for specific vendor type.

·  Manage the vendor’s progress thru the audit program. Notify key staff if vendor misses milestones and coordinate response.

·  Score elements of the Vendor Audit Program, as assigned

·  Coordinate with the procurement team to review new vendors and begin the appropriate vendor assessment and documentation.

·  In conjunction with other departments, recommend appropriate risk-mitigating controls based on internal policies and external regulations. Manage and track remediation plan for vendors.

·  Support vendors through the Vendor Audit process

·  Develop and manage dashboard and metrics for the Vendor Audit Program

·  Completes assessments within established time budgets and milestones without sacrificing quality

·  Distribute vendor Awareness and Training material

·  Performs additional duties as assigned or requested.

Education: Requires a Bachelors degree. Post Graduation in Commerce or Diploma in Supply chain / Vendor would be preferred=

Experience: At least 4 years of project management, risk management, vendor management, supply chain and/or related work experience. Knowledge of industry best practice standards pertaining to Information Security, risk management and data privacy desired.

11.  Designation: Project Manager – Operations

Roles & Responsibilities: JD

·  Lead planning and or implementation of projects. May participate in the design and or testing phases

·  Facilitate the definition of project missions, goals, tasks and resource requirements. Resolve or assist in project conflict resolution. Maintains RAID log and escalates appropriately to Senior Management

·  Develop methods to monitor project process and provide corrective supervision

·  Assist in assembling and recruiting project staff

·  Manage project budget and resource allocation

·  Interact regularly with existing, new or potential clients to determine their needs and to develop plans for delivery. Advocate on behalf of clients and represent clients needs as appropriate to Senior Management

·  Present oral and written reports defining plans, problems, and resolutions to appropriate levels of management

·  Defines change management plan, including creation of change agents/network and regional communication plans

Education:

·  Bachelor’s Degree or equivalent

·  PMP certification or similar is essential

·  Six Sigma certification or similar preferred

·  Exposure to screening industry preferred

Experience:

·  Minimum 5 years of experience managing projects, people and budgets

·  Experience must include successfully managing projects across multiple countries (global exposure preferred)

·  Must be able to demonstrate experience of managing multiple projects

·  Must possess experience in implementing enterprise wide, business critical systems

12.  Designation: Senior Process Associate - Accounts Payable

Roles & Responsibilities: JD

·  Require 2-4 years of experience with Accounts Payable / Oracle Payable or similar ERP system.(Oracle R12 / SAP experience will be preferred)

·  Working knowledge of accounting and financial terminology, concepts and operating procedures as well as basic knowledge of financial statements.

·  Must have end to end knowledge of the Procure to Pay cycle (Indexing, Processing of Invoices, Responding to Queries and Payment Runs)

·  Experience with Microsoft Word, Excel and Outlook is required. Position requires a detail oriented, team player with excellent written and verbal communication skills

·  Should have knowledge of Oracle interfaces and uploads

·  Must be able to effectively communicate with both internal and external clients in resolving issues in a high-volume, fast paced environment to meet reporting deadlines.

Education: Equivalent to Bachelor’s Degree (B.com, BBM, M.Com& MBA)

Experience: Two to Four Years of Experience which is in the field of Accounts Payable.

13.  Designation: Senior Virtualization Engineer – IT Infra

Roles & Responsibilities:

·  Ensuring the day-to-day operations and maintenance of a virtual infrastructure, sometimes involved with migration  PowerCli scripting experience  Extensive experience in virtualization with expertise in architecting and rolling out new technologies and solutions for products.

·  Provides input to manager that will help streamline and improve consistency in service levels