Job Description
JOB PURPOSE:
To perform operational tasks in the relevant domain of (BIDS and PROPOSAL). for FPI Group, using defined and written down process guidelines and procedures in achieve the targets / SLAs such as volume, timeliness, productivity, quality and customer experience.
Role based operational domain function and related scope: BIDS and PROPOSAL.
KEY ACCOUNTABILITIES:
PROCESS MANAGEMENT:
- Adhere to process guidelines and Standard Operating Procedures (SOPs) to achieve the operations targets / SLAs such as volume, Turn Around Time (TAT), productivity, quality and customer experience.
- Identify opportunities for process improvements and contribute to implementation of effective solutions.
- Measure performance in own area of work against targets / SLAs in order to deliver the performance standards expected.
- Adjusts effectively to new processes and shows a strong sense of urgency (timelines, follow ups etc) about getting the work done.
KNOWLEDGE MANAGEMENT:
- Exhibit basic understanding of the FPI business / domain knowledge sufficient to execute own work as per expected standards
- Effectively utilize the Process Manuals, Instruction Guides, SOPs for performing work
- Contribute to storage and dissemination of knowledge and development of Knowledge Management systems, processes and tools.
EFFECTIVE COMMUNICATION:
- Ask questions to clarify understanding, delivers written and verbal communication in a clear, logical manner
- Prepare and present documents and reports that can be well understood and as per FPIG standards
TEAMWORK:
- Work effectively in groups by actively participating in team discussions; Seek opinion of team members who have expertise in certain areas; Share knowledge and best practices with teams.
- Demonstrate the ability to balance individual and team priorities, voluntarily extend support when needed to complete shared tasks
CUSTOMER RELATIONSHIP:
- Actively seek information to understand stakeholder / customer needs; promptly modify approach to resolve problems and gain higher acceptability with them.
- Be attentive to diversity and cultural sensitivities and keep stakeholder / customer needs as primary focus and respond to business queries in a polite manner even under situations of high pressure.
ACTIVE LEARNING AND EYE FOR DETAIL:
- Check for errors in own work before submission and demonstrates an eye for detail in the execution of tasks.
- Show flexibility to change as per work instructions / changing needs and the ability to learn from challenging events.
SPAN OF COMMUNICATION:
Internal: Process Experts, Operations Managers, Shared Service Manager
External: Business Stakeholders, All Clients
JOB RELEVANT INFORMATION (BOUNDARIES & DECISION MAKING AUTHORITY):
- Processes supported: As Per Operational Function and Domain Scope
- Countries supported: Americas, EMEA, GCC and Asia
- Performs tasks as per process manuals, instruction guides and SOPs in the relevant domain
- Works under the direct supervision of the Operations Manager and with the support and guidance of Process Experts
- Collaborates with members of his / her team and other teams
