Job
Description
Role Specification – Equiniti India - Operations
Title Customer Experience Executive
Area Equiniti India - Operations
To assist shareholders buying and selling shares in accordance with predetermined procedures and service standards under appropriate guidance and direction
Core Responsibilities
Answer inbound calls, emails from Shareholders and assist them with their queries within the agreed service standards.
Answer inbound calls from Shareholders and assist them to buy or sell shares within the agreed service standards.
Respond to basic queries referring to senior colleagues where appropriate.
Contribute to the completion of the team’s workload.
Improve own skills as knowledge within the operational team taking opportunities to identify area for improvement to processes and service.
Undertake duties at a similar level as required.
Ensure compliance with Equiniti’s procedures, standards and reporting requirements, together with all relevant regulatory and statutory requirements, where appropriate implementing actions to protect our business at all times.
Always to undertake the duties of this role in accordance with the requirements of the company’s Regulators.
Complete work within the security arrangements of Equiniti. Any deliberate contravention of these procedures may lead to disciplinary procedure.
Ensure that all work is undertaken within the quality system.
Ensure that work and ethetics comply with all security arrangements both physical and information.
Suggested Performance Measures
Timely completion of own work / contribution to team workload
Meeting targets for accuracy, quality and agreed service levels
Satisfactory resolution of queries
Adherence to procedures and regulations
Contribution to continuous improvement
Ongoing development of own knowledge and skills
Demonstrate willingness to contribute to team beyond own immediate tasks
Quality of support given to colleagues
Development of technical knowledge and skill
Contribution to target achievement and team goals
Successful delivery of task
Key Competencies
Provide exemplary customer service to our customers
Deliver quality to our customers
Drive to improve results and standards
Working together
Taking ownership and responsibility
Leadership
Technical proficiency
Skills
Oral Communication:
Uses clear and concise speech to out message across effectively
Grammatically correct
Written Communication:
Selects appropriate information to complete standard letter.
Produces accurate and legible written work at all times.
Self / Work Organisation:
Uses straightforward personal planning to organise own work effectively
Knows where to find things and adheres to deadlines
Keyboard / Software Organisation:
Uses a keyboard on one or more systems, understanding functions for producing a range of outputs
Organisational Awareness:
Has an understanding of the main activities of own business unit/area.
Procedural / Product / Specialist Knowledge:
A good understanding of specified products, routine tasks and procedures within own team, including some non-routine activities.
Where appropriate is aware of regulatory practices and constraints which impact on own work.