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Account Administrator Team Lead (Deputy Manager)

Gurugram, HR
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Job Details

Responsible for oversight of the local Account Administration team. Responsible for delivering high quality service that improves the overall colleague experience. Provide support of IT-related Account Administration incidents and requests, ensuring agreed Service Levels are met, colleague expectations are managed and key targets are achieved. Contribute to the continual improvement of service delivery across all channels of colleague communication. What will your essential responsibilities include? Contribute to and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement. Act as a point of contact for Account Administration requests, through portal, phone, chat, and email, providing exceptional service in all colleague interactions. Provide IT support for all XL Catlin colleagues across a range of services including new hire onboarding; leaver off boarding; colleague transfers; file share access; Active Directory administration; Outlook mail administration; RSA administration; Iron Key administration; critical financial application account admin and password resets; e-discovery requests; and annual application recertification s. Engage other Service Desk resources or appropriate second- and third-level service resources to resolve incidents beyond scope of ability or responsibility. Ensure requests are responded to in a timely manner, in line with agreed SLAs; provision of timely communications and maintenance of ownership until closure. Take ownership of colleague issues and follow up on the status of issues on behalf of the colleague, communicating progress in a timely manner. Communicate with the Colleague Care team where necessary to ensure that escalated issues have proper attention and visibility. Create a positive colleague support experience and build strong colleague relationships through listening intently to understand the problem, ensuring timely resolution or escalation, communicating promptly on progress, and handling colleagues with a consummately professional attitude. Grow general knowledge of IT and business systems, training junior analysts in order to increase the ability to resolve issues on first contact. Provide direction and mentoring on a daily basis to junior Account Admin analysts and develop and manage training plans for new analysts. Provide input to Manager on performance appraisals for all Account Admin analysts. UNLEASH your potential We re looking for someone who has these values, abilities, and skills Minimum 3-5 years of experience as an Account Administration Analyst. Outstanding customer service skills and a customer first mentality are a must. Advanced knowledge of Active Directory, File Share access, RSA technology, etc. Strong technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies. Excellent verbal and written communication skills and telephone manner. Ability to build strong relationships with key stakeholders across the organization. Ability to think logically to analyze, troubleshoot and resolve complex issues. Must be professional, courteous and enjoy working with people; critical thinking, creativity, and independent judgment are expected. Strong interpersonal skills and the ability to work within a team. Ability to work in a fast paced, high pressure work environment. Strong ability to multi-task and work on tasks and projects while being interrupted by colleagues requesting support; ability to constantly re-prioritize tasks is a must. Bachelor's degree or relevant experience required. ITIL Foundations Certification a plus. Working Relationships Supervisor is Regional Service Desk Manager. Supervises up to 12 Account Administration Analysts, providing daily operational oversight and instruction Ability to build effective working relationships across all areas of the business and IT. Act as a point of escalation for Account Administration support issues. Cooperation and collaboration with peers to jointly improve the way service is delivered. Collaboration with Service Desk Analysts, Colleague Care Analysts, Service Managers and Service Control to identify service improvement opportunities. Ongoing interaction with Colleague Care on escalations, end to end ticket ownership and overall process improvement. Success Metrics Achievement of standard service levels, both individually and as part of a team. Ensure personal interactions deliver outstanding colleague satisfaction as demonstrated through high colleague satisfaction survey results. Respond to colleague contacts and escalations within agreed timelines. Illustrate incremental increase in baseline SLA adherence and first line resolution rate of the team.
Additional Degree: BE/ B.Tech (Engineering)

Experience: 3-5


Application Programming | Business/Systems Analysis | Project Leader/ Project Manager
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