1. Deliver Operational Excellence in day-to-day content production focusing on Improving quality & timeliness of content delivered (Improve Service delivery of our team )
o To achieve an overall average 99.85% data quality and timeliness compliance in the update and maintenance of assigned Manila Bond Indices markets.
o To liaise and coordinate with the various data suppliers on missing data, incorrect data, data definition and related matters while maintaining excellent data supplier relationship.
o MOW review and update at least twice a year, and BCP drill completed twice a year
o Perform other duties and functions as may be assigned by the Manager/ Specialists
2. Improve Customer Experience on ETC- Bond indices Delivery (Improve client experience through tight end-to-end integration of the content customer service process)
o To provide an accurate and precise resolution to all Bond Indices cases and service cloud tickets.
o Achieve all the set Service Metrics (. Responsiveness metrics – Picking up queries promptly, Provide realistic ERT for queries requiring longer resolution time. )
o Resolution & quality of response measured by
o Provide clear & radical/ ultimate RCA for DCSR, follow up with relevant teams for RCA promptly
3. Content Enhancements delivery in alignment with the Product & Content Management roadmap
o Delivery of Strategic Projects in line with roadmap
o Deliver CE or any other project/cleanses as prioritised by Content Management and/or based on market requirements from the ETC- Bond Indices business.
4. Drive improved employee engagement focusing on talent & development and overall employee experience
o Complete all required training programs plus ensure 2 E- learning programs per quarter (finished and completed) for 2017
o To gain an in depth knowledge of the ETC- Bond indices data itself, and as a result, the analyst will not be limited to the day to day process but will know how to analyze and interpret the data itself. Plus he/she will be able to contribute more in understanding the clients’ needs.
o Learn and maintain new Manila ETC- Bond Indices tools, programs and processes
5. Automation Roadmap implementation & continuous improvements
o Benefits measured as an inventory for “continuous improvement”
o Workflow implementation
o Improved QC Process
o Make use of existing/ new tools for further automation & continuous improvement
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