About the job
About the Role
Responsible for executing data entry and workflow services to ensure accuracy, compliance, and timeliness. Ensures effective dispute resolution, proper staffing alignment, accurate invoicing, adherence to contractual requirements, and timely reporting in accordance with service terms.
Execute assigned workflow tasks accurately and on time by following SOPs, priorities, and instructions to meet individual turnaround time and SLA targets.
Responsibilities
- Monitor personal task progress and timeliness by identifying potential delays early, adjusting work based on SLA priorities, and escalating risks when necessary.
- Identify, document, and escalate workflow issues in accordance with defined escalation paths to support timely resolution and service continuity.
- Perform required data validation and completeness checks by reviewing outputs, correcting errors, and maintaining traceability in line with quality standards.
- Ensure strict compliance with SOPs, policies, and governance controls, flagging deviations and supporting corrective actions as required.
- Execute standard system and workflow tool transactions accurately and compliantly, following established access and control requirements.
- Prepare and maintain accurate operational reports and trackers to support performance monitoring, volume tracking, and service reporting.
- Support financial, billing, and dispute processes by preparing accurate supporting data, validating figures, and flagging discrepancies for review.
Qualifications
- Bachelor's degree in Business Administration, Operations Management, Information Systems, or a related field.
- 3–5 years of experience in workflow administration, operations support, shared services, or BPO environments, with exposure to SLA-driven delivery models.
- Strong working knowledge of workflow management, task allocation, and capacity planning, including handling exceptions and priority shifts.
- Proven experience in SLA monitoring, turnaround time management, and operational risk identification within high-volume or time-sensitive operations.
- Hands-on proficiency with workflow systems, transaction processing tools, or case management platforms, including basic issue troubleshooting and coordination with system owners.
- Solid understanding of data accuracy, validation techniques, and quality controls, with the ability to identify root causes of recurring errors.
- Familiarity with compliance, governance, and risk management principles, including SOP adherence, audit support, and business continuity considerations.
- Strong analytical and communication skills, with the ability to translate operational data into actionable insights and coordinate effectively with internal and external stakeholders.
