The Role

Provide technical solutions to issues

• Manage the metrics to ensure all action is taken to achieve these
• Management of B&DD positions, hands on as necessary to reduce the bad debt position
• Provide guidance in the recovery of funded positions
• Ensure ongoing relationships whilst providing clear liaison between BUs, A&S Ipswich and Mumbai and Xchanging
• Provide strong visibility within the BUs to facilitate resolution of queries
• Handle escalations, prioritising urgent activity
• Attend all relevant meetings to achieve successful outcomes
• Guide and support Mumbai on escalated issues, ensuring any training gaps are referred to the Team Leader so appropriate training can be given by the Tech Leader
• Provide mentoring / knowledge sharing to ensure all necessary colleagues are upskilled and understand the role of the Bureaux Team and how the Bureaux works

Qualifications

What you'll bring:

• Excellent technical knowledge of the Bureaux
• Ability to add value to the technical resolution of complex issues
• Superior and clear communication, with excellent verbal and written communication skills to enable direct negotiation of challenging and difficult issues at organisational levels
• Strong impact and influence skills, including the ability to remotely influence others to meet agreed targets
• Clear understanding of escalation procedures and effective business communication routes
• Good ability to plan and manage personal workload efficiently and effectively, correctly evaluating importance and prioritising accordingly
• Good working knowledge of internal and external processes
• Ability to identify opportunities for improvements to practices and procedures
• Experience of query and issue resolution
• Proficient use of standard office applications including Microsoft Outlook, Word, Excel and PowerPoint