Bookkeeper

• Support associates and specialists to enable independent end-to-end work by monitoring, organizing and coordinating resolution of blocking issues
• Effectively manage and monitor ticket queues using BI tools to ensure timely handling, correct categorization and quality standards
• Coordinate training on ticket management as needed
• Monitor and track client SLAs using BI tools; perform root cause analysis and follow-up action plans when SLAs are not met
• Utilize the hrX suite of tools as it relates to the team scope
• Undertake, support and manage Root Cause Analysis (RCA) for client escalations and ensure mitigating actions are implemented
• Detect deviations from contractually defined scope and ensure Change Request and Defective Input processes are followed
• Understand global standard processes and contractual scope for the team and detect/solve process inefficiencies
• Support Specialist activities for specific accounts when required
• Coach team members, develop action plans to maximize performance, provide feedback and share business updates
• Support recruitment, induction, onboarding, training, moves, contract changes and exiting processes and track standards
• Manage system accesses for the team and support logistical issues; ensure compliant use of systems and company properties
• Perform performance reviews in collaboration with the Operation Manager and support SOC compliance
• Ensure team follows Defined Work Instructions (DWIs), monitor periodic reviews and storage of DWIs
• Manage TRS and time-related processes: back-ups, shifts, holiday coverage, absences, training presence, overtime, work at home
• Manage schedule adherence, team productivity, capacity and utilization
• Recognize and handle sensitive and confidential information appropriately; support security compliance and incident management
• Coordinate and resolve technical issues; liaise with QA, Service Readiness, AS, reception and other departments
• Maintain a professional environment, correct behaviours and enforce business etiquette; participate in projects as assigned

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