Stakeholder Engagement• QBR/MBR/WBR• Ad hoc queries• Point of Contact for Process/Policy issues• Escalation POC• Point of contact for new Processes• Engage with other internal TeamsMonitor Client and business updates; interpret and cascade impacts to Global teams.• Product and Licensing Updates;• Operations Processing Updates; • Changes to Amendment approval and availabilityCreate, distribute and maintain Training Documentation• Process Documents• Training Videos • Assessments• Team Heat Map• Training CalendarProcesses• Reviewing/Creating New Processes• SME on changes to existing processesTeam management• Internal CAP management (VLA)• DD Case Checker (DD)

• Ensuring existing KPIs and SLAs are met month on month• Driving alignment of new projects with existing operational processes to maximize operation performance• Managing complex and multiple stakeholders at senior level• Improving customer satisfaction by providing an excellent quality of service• Ownership for end to end implementation and review process and incorporation of the lessons learned• Point of contact for our clients and processing teams for managing the resolution of exceptions, escalations, complex queries/transactions.• Support the Programs critical deal prioritization, coordination and closure• Proactively communicate with the system product owners on updated business requirements in conjunction with the PM• Provide input and impact assessments into all system changes• Responsible for review, analysis, closure and reporting of Process related quality issues raised on all quality reports• Ensure that the processes are SOX compliant and implement remediation plans where appropriate• Support SOX and internal/external audit process. Also responsible for random and appropriate audit checks on the Program to ensure proactive compliance.• Provide and support in-depth training if and when required working with internal and external training groups• Review, provide input and sign off on Program training or Knowledge management materials• Support Program management to translate the program requirements into operational deliverables and capabilities

• Work with relevant process teams and project audience to ensure that all process details and ambiguities are accounted for • Develop and manage implementation of initiatives driving continuous improvement and cost efficiency • Focus on process design in the holistic context (Process / People / Systems) in a global BPO organization • Develop and implement policies and procedures to ensure process-modeling is successful • Maximize the effective and efficient usage of the company's existing technology. • Assist the meeting of goals and objectives through a thorough understanding of SOWs and metrics • Creating, developing, and implementing policies and procedures that apply to a global workforce • Standardize the approach and level to which business process documentation is created • Coordinate the approval of revised business processes by the appropriate Governance mechanism • Understand how change will impact multiple business areas and be able to manage complex stakeholder relationships • Ensure that the overall process architecture and the coherence of processes is maintained during the creation, approval, and implementation of revised business processes

• Maintaining and exceeding service levels in all customer based activities • Ensuring that all necessary work is prioritized upon request. • Processing, inputting and maintaining data within MSL and SAP relating to customers, products and pricing etc. • Reviewing orders to ensure all legal requirements are met & documentation is complete• Timely and complete resolution of complex queries • Order entry, analysis and billing using the internal ERP MSL and SAP• Responding to all Enterprise queries via phone, email or fax ensuring SLA upkeep• Validating information on all documents received and processed• Training of new joiners in tools and processes• Cross-trained in all areas of Select and Enterprise programs within CCO

• Maintaining and exceeding service levels in all customer based activities. • Ensuring that all necessary work is prioritized upon request. • Developing and implementing more efficient ways for processing of work. • Monitoring of team productivity, implementing training and up-skilling of agents when required.• Processing, inputting and maintaining data within MSL and SAP relating to customers, products and pricing etc. • Reviewing orders to ensure all legal requirements are met & documentation is complete.• Ensuring documentation is compliant with SOX regulations.• Timely and complete resolution of complex queries.• Involvement in numerous projects internally and with MS directly, working towards improving processes and customer satisfaction.