NielsenIQ Looking for SME – Help Desk at Pune, Maharashtra Full Time

Company Description

NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge. We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.

NielsenIQ is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.

Job Description

Finance SME- Helpdesk

Work Location – PUNE

ABOUT POSITION

We are looking for an experienced Order to Invoice (OTI) Subject Matter Expert (SME) manager to join our SSC Leadership team, in the role of Help Desk Lead.

You will be responsible for leading our technical OTI support team to provide excellent customer service and resolve all technical issues.

As Help Desk Lead, you should have a solid technical background combined with NIQ OTI experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.

RESPONSIBILITIES

The Finance OTI SME- Helpdesk Lead will be responsible for:
Support the SSC OTI Service Delivery team and evaluate performance

Be the key link in the escalation cycle for any queries that the OTI team Leads or OTI Managers are not able to help the Associates resolve

Drive a proactive mindset within our SSC culture and teams, to minimize actual queries needing to go back to the field for assistance

Ensure SSC OTI Support is timely and accurate on a daily basis

Recruit, train and support OTI SSC Team Members

Set specific SSC OTI Delivery standards

Contribute to improving support by ensuring the teams are actively responding to queries and handling complaints

Establish best practices through the entire OTI process

Follow up with customers to identify areas of improvement

Develop daily, weekly and monthly reports on OTI team’s productivity

Provide customer feedback to the appropriate internal teams

Provide first level contact and convey resolutions to both SSC employees and customer/controller issues

Properly escalate unresolved queries to the next level of support if required

Track, route and redirect problems to correct resources

Update customer data and produce activity reports

Walk customers through problem solving process

Follow up with SSC employees and customer/controllers, provide feedback and see problems through to resolution

Utilise excellent customer service skills and exceed customers’ expectations

Ensure proper recording, documentation and closure

Recommended procedure modifications or improvements

Preserve and grow your knowledge of help desk procedures, products and services

Creates FAQ as part of KMS system.

Resolve issues and escalate to the relevant channel if/when required; however, providing first level resolution is of utmost importance

Challenge current process and performance practices, proposing and delivering enhancements to process & KPI’s to meet the ongoing requirements of the GBS Leadership Team

Ensure compliance to relevant policies that may differ from country to country whenever possible, failing which may result in a negative impact

Identifying areas where technical solutions would improve business performance.

Hands on experience in applying theory to design and practice.

Content development (PPT/Word/Excel/One Note).

Ability to develop eLearning content as per requirement.

Timely and relevant customer feedback and status update

The SME role has been created to better crystalize the financial processes withing the hub, to drive an even better business for the stakeholders, by working closely with the OTI Teams, and to ensure

Classroom training (initial onboarding + regular refresher training

Reporting (daily, weekly, monthly, quarterly reporting)

RPA – Testing

Systems Troubleshooting

E-invoicing Set Up

Technical Assessment of teams

Corrective Action Plan follow up sessions

Qualifications

A LITTLE BIT ABOUT YOU

The primary role of the Subject Matter Expert is to act as a repository of authoritative information. Each member of the team knows they can go to you for answers and insight

QUALIFICATIONS

Proven work experience as OTI Associate

Hands on experience with NIQ OTI – including contract management, gatekeeping and billing

Solid technical background with an ability to give instructions to a non-technical audience

Customer-service oriented with a problem-solving attitude

Excellent written and verbal communications skills

Team management skills

Degree in Finance or Accounting idealy

Fluency in English mandatory; second or third regional language preferred

Minimum of 8-10 Years of experience in Industry with strong expertise in the domain of Finance and Accounting.

Prior experience in an outsourced or global shared services environment

Experience in driving process improvement within a Finance organization

Must have broad knowledge strong technical accounting, process, and controls background

Experience with ERP systems (preferably SAP) and IT-PC literate .

Strong communication skills, team player, leadership traits

Additional Information

About NIQ

NIQ, the world’s leading consumer intelligence company, reveals new pathways to growth for retailers and consumer goods manufacturers. With operations in more than 100 countries, NIQ delivers the most complete and clear understanding of consumer buying behavior through an advanced business intelligence platform with integrated predictive analytics. NIQ delivers the Full View.

NIQ was founded in 1923 and is an Advent International portfolio company. For more information, visit NIQ.com

Want to keep up with the latest updates on our business and #LifeAtNIQ? Follow us on: LinkedIn | Instagram | Twitter | Facebook

Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us.

We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide.

Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/

NIQ or any of our subsidiaries will never ask you for money at any point of the recruitment or onboarding process.