| Location | Charlotte, NC |
The Service Delivery Senior Analyst will be aligned within our Finance Operations vertical. This role provides support throughout the life cycle of our outsourced North American deal, with primary support but not limited to, business development, client orals, knowledge transfers, service recovery, process improvements, and red journey customer support.
In addition, this role will leverage call center experience, customer service skills, and attention to details to provide a positive customer service. The right candidate will enjoy building relationships with customers and adapt quickly to change.
Demonstrate expert knowledge of all processes and related systems to effectively preform responsibilities.
Identify and assist with development of support materials for team use, e.g., training manuals, role aids, and views in databases
Manage numerous, complex reporting with minimal supervision, including, but not limited to forecasting, budget, time hour reporting
Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s)
May act as a point of contact for senior client representatives
Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leads with resolutions, as needed
Engage in networking to expand the group's footprint and sell the team's capabilities
Maintain a high level of customer service with a willingness to be proactive in communication with citizens, colleagues, and leadership
Display confidence in process knowledge and adherence to client guidelines
Successfully achieve individual production metrics and contribute to the success of the broader team s goals
Leverage research, critical thinking and collaboration to deliver high quality options and solutions to clients
Protect the privacy of clients while using multiple data sources and systems
Handle escalated client situations and clearly communicate to leadership any issues to ensure prompt research and resolution
Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
Identify and support opportunities to leverage AI, automation, and digital tools to improve customer experience, service delivery, and operational efficiency.