SME CCS

Entity: Finance Job Family Group: Sales Group Job Description: Role Purpose The Customer and Consumer Subject Matter Expert, with minimal direction, is responsible for managing escalated issues involving in-depth fix of BPMe Application, POP or Loyalty Platform. Acts as a liaison and work closely with other groups within the GBS and outside the organization. Provide support and training to colleagues. Lead colleagues when necessary in Customer and Consumer Support objectives. CreatDocumenttraining materials for agents. Manage projects and tasks related to new activity affecting Customer and Consumer Support. Provide analysis and feedback for new initiatives, routine problems, chronic problems and all facets of Customer and Consumer team. Key Accountabilities Provide technical analysis and feedback regarding impact of projects, system upgrades or modifications, as well as provide feedback and updates back to the team and department. Deliver training, training materials, fix documentation and continual on the job training for agents. Serve on, and sometimes lead, projects for new initiatives or enhancements. Assist in data tracking for upgrades, software glitches, and beta testing. Provide routine updates to management with project updates, chronic issues. Work with third party vendors (IBM, FIS and Accenture) to assure they are supporting the customers in a timely manner. Act as liaison between the GBS and other vendors for BPMe development and support. Serve as the point of contact between the customers and other teams including but not limited to Level 2 Support, Fuels Marketing, Fuels Engineering. Evaluate and recommend improvements to existing support processes. Identify gaps in current support processes, create and document work around solutions for gaps identified or when standard solve fails. These gaps or issues may require in-depth analysis and working with other parties closely to resolve. Provide recommendations for permanent solutions when needed. Handle follow up on all work you're doing including but not limited to statistical reporting and call trend analysis. Handle and follow up on all sophisticated issues including but not limited to Bpm, Loyalty, Fuel Claims, and POP. Good interpersonal, analytical, business and technical judgment, negotiation, problem solving and verbal and written communication skills. Provide SME support to a Customer and Consumer Support team. Interview prospective team members for open positions and perform technical evaluation of prospective team members as part of Assessment Center process. Participate in the selection of new team members as part of Assessment Center process. Direct the work of team members, including mentoring on process issues. Train new team members in day-to-day duties. Train current team members in process changes, system implementations, policy updates. Provide input into employee’s performance reviews and make recommendations for final performance ratings. Identify employees strengths and opportunities and recommend development opportunities for employees. Identify performance issues and recommend appropriate course of action (training, mentor etc.) Back-fill for the Team Lead, as needed Serve as the point of contact for sophisticated issues from team members and customers. Provide authority knowledge to all projects which potentially impact the team. Assist in the implementation of policy changes, new work, and process changes. Maintain end to end desktop procedure documentation. Lead focused continuous improvement effort within each work group, identifying gaps in current processes, making decisions on changes within process area and promoting principles of standardization and simplification. Use and advocate for standard CI tools such as A3 dashboards across team, mentoring individuals to improve their CI skills. Provide analysis and feedback on sophisticated customer issues that are identified through complaints. Qualification & Experience and Competencies Essential Education and Experience Graduate. Minimum 1 year current experience in Subject Matter Expert or 3 years equivalent experience Consumer Fuels Support. Strong PC skills including Microsoft Office and ability to navigate and use software. Understanding of programming, database design and software development. Solid understanding of working model technology compose, excel, scripts, problem solving etc. Solid understanding of Carbon Copy and Remote Desktop Ability to lead a project for an end to end process, collaborating closely with business, collaborators, highlight problems, overcoming hurdles, anticipating problems and solving them proactively. Reputation of working effectively across teams with varied strengths and operations. History of providing training and support to peers on technical business processes or systems. Desirable Criteria Graduate in Finance. Training/facilitation experience MSCE or MCP, A+ and Network+ certification Working knowledge of, Altiris Experience