Operations Support Analyst (Rewards & Benefits)  

The main purpose of this role is to deliver a high-quality customer experience across the Korn Ferry Digital business that drives sustainable business. The role holder will deliver standard or customised work across the Reward and Benefits (R&B) portfolio and support with training & implementation of products. The role is an entry level, and will work under the supervision, to ensure that all our standards are met, and, at the same time we can ensure proper onboarding and development. The role is focused on the Reward area, but have also opportunity to develop in the future in the engagement surveys or talent assessment are.

The Operations Support Analyst in the R&B area will collaborate and work closely with global and regional clients and internal KF team:

• Typically works with clients across sectors / countries in APAC regions/ may focus on assigned country/ group of clients during the delivery period of a product or service
• Supports the delivery team in the region with the creation, renewal and maintenance of the reward database in the assigned country, in particular actively follow up with clients to ensure timely data collection, and quality of data.
• Working on the data quality, analysing data, working with the global processing centre according to the defined process, contacting clients to resolve queries / data quality issues
• Mainly delivers less complex products & services to customers while following standardised protocols.
• Navigates a wide variety of existing processes, procedures and precedents to interpret data and identify possible answers
• Tracks and updates client information in customer relationship management systems
• Depending on needs prepares analysis, presentations and clients reports
• Educating and guiding clients through the survey process, and products usage
• Working with manager and team to develop best practices and improve processes

The Operations Support Analyst also acts as a resource of Korn Ferry product knowledge and works within the customer support group to provide telephone-based, email-based, live chat, and web-based functional and technical support for customers, prospects, partners, demos, internal, field, and other professionals seeking assistance. This professional works with others, including customer technical support specialists, technology specialists, quality assurance, and development teams to respond to problems and resolve those problems. They must have a background in providing support, an attitude that fosters customer satisfaction, a "can do" frame of mind, and respond well to all manner of potentially difficult situations. This professional must deal well with people under all types of situations, remembering that the goal is to "solve the problem," while maintaining a positive perspective. This includes:

• Answering calls within time guidelines
• Monitoring and responding to help desk inbox within 24 hours
• Analysing and interpreting client questions to determine the problem and solve it or identify needs for escalation
• Improving customer satisfaction through delivery of excellent support
• Supporting other team members in busy times or absences so that customers are dealt with in a timely manner removing bottlenecks or gaps making the customer the first consideration
• Other duties as assigned

KEY COMPETENCIES

• Professionalism: Ability to present oneself in a professional demeanor both through communications and in person.
• Striving for Excellence: Ability to attend to the details necessary for success including executing individual activities in a way that ensures the achievement of challenging goals with tight deadlines.
• Customer Service Orientation: Desire to help or serve others to meet their needs.
• Communicating Effectively: Writes and presents effectively; adjusts to fit the audience and the message; strongly gets a message across. Relating Skills Warm, friendly, and interpersonally agile; easy to approach and talk to; relates well to all kinds of people; makes a pleasant first impression and builds solid relationships.
• Impact & Influence: Ability to follow, understand, and implement global and team objectives.
• Courageous: Be willing to suggest changes to existing processes to improve production efficiency and work with others to implement changes. In addition, have the confidence to know the boundaries of the team’s subject area and ask for assistance when needed.
• Ensuring Collaboration: Working with others from different internal and external positions to achieve group, organizational, and client goals.
• Managing Priorities: Can quickly separate the mission-critical from the nice to-dos and the trivial; quickly senses what's the next most useful thing to work on; focuses on the critical few tasks that really add value and puts aside or delays the rest.
• Caring About Others: Quick to help others; has and shows empathy and sympathy for others; truly cares and is concerned; goes out of his/her way for others; makes time to listen; makes allowances for those in trouble.
• Demonstrating Personal Flexibility: Open to lifelong, continuous personal improvement; aware of self and impact on others; responsive to feedback; is very flexible; can act in ways that seem contradictory and is adaptable to demand characteristics of different situations.
• Managing Ambiguity: Operates effectively, even when things are not certain or the way forward is not clear. For example, asks questions to anticipate new priorities and adjust easily. Finds new ways to make progress. Welcomes change, helps others deal with its uncertainty.
• Managing Complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Making Complex Decisions
• Managing Multiple Stakeholders:

EDUCATION, EXPERIENCE & OTHER QUALIFICATIONS

General

• Associates or BA degree or equivalent experience
• At least 1-2 year’s professional experience in a corporate setting is desired
• Organisational skills including the ability to multi-task, prioritize/plan activities without supervision and review & improve work processes/practices
• High level of accuracy and attention to detail, superior analytical and troubleshooting skills
• Must have excellent written and oral communication skills in English
• Strong computer skills, particularly Microsoft Excel, PowerPoint and Outlook
• Experience with browser technology, including Microsoft Internet Explorer, Google Chrome and Mozilla Firefox
• Operations or systems management experience a plus
• Ability to quickly learn and understand basics of new technologies
• Ability to work effectively both independently, and as part of cross-functional team while maintaining a good attitude under pressure
• Any experience working with in a client facing setting with psychometrics, online surveys, ability testing or anything similar would be an advantage

Client Support

• Business Support/Customer Service experience for web-based applications highly desired
• Phone support experience highly desired
• Cultural and language sensitivity in dealing with customers whose first language is not English
• Building rapport and dealing with a wide range of people in a friendly and professional manner
• Going above and beyond SLAs for key clients or critical client requests
• Active troubleshooting of client issues
• A desire and ability to develop a good understanding of the range of Korn Ferry products and services and their applications
• Ability to question and probe to obtain the information needed to resolve queries
• Experience using a customer case tracking system highly desired
• Demonstrated track record of customer service delivery to a high standard
• Excellent customer relationship skills