Subject Matter Expert

Responsibilities

• Serve as the Subject Matter Expert for System Asset and Access Onboarding/Offboarding for GBS, Genpact and CX Contact Center (Onshore teams)
• Act as shift lead in the absence of a Team Lead
• Serve as Queue Manager in the TREM intake and ensure that requests are accurately prioritized and managed
• Responsible for maintaining and implementing the Quality Control program and Knowledge Management
• Provides training, cross‑skilling and upskilling to new and current members
• Partner with Transition or Project Managers in preparing the technology requirements of transitions and ensuring it works in the target work location
• Conduct incident root cause analysis for escalations and recurring incidents with corresponding corrective or improvement action plan
• Ensure that process documents are updated and calibrated regularly, and align with the overall process of the Enterprise or Business unit
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