Our quality and risk management professionals help EY to uphold our business standards and maintain and enhance the value of our brand. As a member of this team, you will help promote the viability of the organization and the security of our people and other stakeholders. Working with client-serving professionals as well as with colleagues from internal operations, you will play a key role in many projects. By providing clear guidance and support on how to best achieve results and best communicate from a quality and risk management perspective, you will help to enhance and protect our reputation.
Key responsibilities of the position:
You will provide support for Risk Management/Independence team. You will perform telephone and email support including analysis, diagnosis and resolution of system, process, procedures and approval-related queries and where possible recommend and implement solutions. You will escalate the query following the internal escalation process if not possible to resolve. Update and maintain the team databases on the internal intranet.
JOB DESCRIPTION:
- Provide functional support to all EY client facing and support staff with regard to risk management and/or independence tools, systems, procedures, policies, rules and regulations.
- Under minimal supervision, respond to functional queries concerning systems, process, procedures and approval-related queries, with the aim of resolving each query.
- Actively manage the support calls and emails in the system in order to provide the highest quality service, including taking responsibility, monitoring and updating queries.
- Maintain up-to-date knowledge of resolutions in our databases and where required create guidance documents.
- Investigate, troubleshoot, log and track problems to a successful conclusion ensuring a high level of service and professionalism. Proactively follow up with callers and email senders to ensure the query is resolved in a timely manner.
- Escalate issues appropriately following the established escalation processes.
- Perform all administrative tasks as required in a timely manner and deliver additional projects to agreed deadlines and standards.
- Identify trends of functional problems within our database to implement long-term solutions to issues.
- Refer clients to the correct person (delegation points) when the query is out of scope for the first level support personnel.
- Proactively maintain and check data quality within the system which includes various online tools.
- Refer to existing policies, rules, and regulations when responding to queries; however, due to frequency of unique situations, will also need to research issues and, through situation-specific inquiries, propose solutions to such issues
- Fresh graduate (min. bachelor degree) majoring in Management/Risk Management/Business Administration/Informatics/Communication.
- High level of integrity due to dealing with client's confidential data and information
- Maturity to deal with challenging and demanding users from all levels
- Strong interest in performing research of existing policies, rules and regulations
- Excellent communication skills both in English and Bahasa Indonesia
- Strong problem solving skills with excellent research and analytical approach to identify issues and solutions with attention to details
- Strong sense of personal responsibility and ownership for success of a given task
- Ability to:
- learn and develop rapid understanding of internal systems, tools, processes, and key requirements of the Firm's rules and policies
- prioritize tasks based on urgency and workload
- recognize issues, apply judgment to initial consultations, and seek guidance on solutions where required
- support client remotely and explain solutions in an effective and client-focused manner
- thrive in and adapt to a fast-paced and high activity environment
- Good working knowledge of computers and common software packages
- A knowledge of Risk Management processes and applications desirable but not essential.
EY