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Title:  Senior Analyst

Requisition ID:  24107
City:  Gurugram
Country/Region:  IN

Job Description

Role Purpose

Anaplan, Anaplan Model Builder, Integrations and SQL
 

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Do

  • 3+ years of Model development and business process architecting using EPM tools
  • Strong expertise and deep understanding of multi-dimensional modeling
  • Basic to intermediate knowledge of SQL
  • Expert skills of Excel spreadsheet modeling, macros, pivot tables, formulas, charts etc.
  • Strong understanding of data integration
  • Self-motivated and ability to manage timelines across multiple projects.
  • Strong interest in structured finance preferred.

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  • Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

    • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
    • Assist clients with navigating around product menus and facilitate better understanding of product features 
    • Troubleshoot all client queries in a user-friendly, courteous and professional manner
    • Maintain logs and records of all customer queries as per the standard procedures and guidelines
    • Accurately process and record all incoming call and email using the designated tracking software
    • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
    • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
    • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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  • Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

    • Undertake product trainings to stay current with product features, changes and updates
    • Enroll in product specific and any other trainings per client requirements/recommendations
    • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
    • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver
 

No Performance Parameter Measure
1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

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