Account Analyst

Role Overview

This is a Band 30 role at HexDigital, a global services company and the world’s largest card issuer. The Account Analyst will ensure customer satisfaction scores meet minimum threshold levels and provide guidance to others on process and control activities. The role involves handling queries, performing root cause analysis, and driving continuous process improvement.

What You Will Do

The Account Analyst will handle customer queries, perform root cause analysis, drive continuous process improvement, and monitor key service delivery metrics. They will also interact with diverse stakeholders, identify gaps or process failings, and recommend redeployment of resources as needed.

Why It Might Be a Fit

The ideal candidate will have 6-9 years of experience in managing an inbound international call center, familiarity with call center metrics, and prior experience in Accounts Payable and Accounting. They will have excellent executive presence, strong communication skills, and the ability to drive team cohesiveness and collaboration.

Requirements

• Graduate with at least 6-9 years of overall experience in managing an inbound international call center
• Familiarity around call center metrics such average handling time, speed to answer, hold time, net promoter score etc.
• Prior experience in Accounts Payable and Accounting
• Prior experience of working on procurement ERP platform like Ariba, Oracle, SAP etc.
• Knowledge of operational metrics, dashboard reporting, driving SLA driven deadlines and operations
• Excellent executive presence with strong communication skills including presentation, verbal and written communication, fluency in English
• Customer interface with experience and ability to proactively anticipate customer needs and identify their specific requirements
• Proven People leadership skills and the ability to assess, develop, retain and nurture talent
• Ability to drive team cohesiveness, collaboration and cooperation within team and cross functionally in a multi-cultural environment
• Strong Process & People Focus. Strong analytical skills and ability to derive intelligence from data and take/ facilitate business decisions
• Should be flexible to work in the shift environment
• Customer orientation /ability to empathize with the customer
• Demonstrated high performance in the previous organization
• Demonstrated ability towards troubleshooting and query resolution
• Must be detail oriented with good problem solving skills

Benefits

• Flexible shift timings
• Opportunity to work in a global services company and the world’s largest card issuer
• Chance to build lasting relationships with customers
• Recognition for achievements, including being ranked highest in customer satisfaction within the credit card industry by J.D. Power for seven consecutive years