Internal Only

Location - India

Works across team(s) and Ops organization WW to enable associates to take the correct action for customers and drive business metrics.

Partner with managers at the sites/functions to continuously evolve advisor role and provide feedback to operations team based on the trend analysis and patterns observed through advisor-investigator working relationship.

Structures and develops implementation of plans and works with Ops leaders to pilot and test new solutions and then roll-out across the broader Ops organization at country/cross-country and/or cross regional level.

Basic Operations: The candidate needs to be able to drive results in a production environment. Will be accountable for responding and solving investigator queries within a defined SLA as per target.
Will be answerable to managers and leaders across sites and must support her/his investigator team towards meeting the operational metrics of quality, productivity.

Associate Support: The Advisor would be responsible for associate query resolution with minimal repeat contacts and establish communication in developing investigators for production work.

Process Improvements: As an Advisor, the candidate would need to identify operational inefficiencies and work towards existing procedures/SOPs to be enhanced.

Key job responsibilities
A successful Global Advisor will have the following responsibilities:
1. Problem Resolution and Continuous Improvement:
* Continues to gain exposure to new advising methodologies, processes, software, or coaching techniques
* Conducts analysis on data points to identify trends. Takes action with trend information by effectively analyzing data on a problem-to-solution level
* Provides inputs to Improve the quality for investigator’s work, new hires and existing team
* Maintains expertise in role by staying current on tools, process, procedures, and training techniques
* Maintains a high level of accessibility as a general resource for KYC.
* Conduct Analysis, identify problems and drive resolution to develop and enhance existing tools
* Extract Insights / Formulate Recommendations

2. Cross-Functional Partnerships and Collaboration
* Contribute to cross-functional teams to drive common objectives
* Communicate effectively in both verbal and written form to influence supervisors and functional peer groups
* Communicate analysis and work with business stakeholders to understand its value
* Partners with other teams on training, curriculum or quality assurance enhancements

3. Provides real time investigation support and knowledge transfer through all virtual channels across the network
* Provides support as and when required for deep dives, mentoring, escalations and cross training