职位描述：
Responsibilities/Authorities
Responsible for delivering the following services:
Policy – adhering to procedures in compliance with FLYER policy
Provide Internal & External Audit Support, review support, etc.
Accurate transaction execution consistent with FLYER Order acceptance and Revenue Recognition policies and procedures.
Record retention including hard copy and soft copy,EOJ, etc
Provide support in resolving queries and issues
Comply with SLA requirements
Emails / Voice mails or any other communication from the customer to be responded promptly
Participate in meetings, calls ,etc as required
Escalation procedure to be followed
PROCESSES
Detailed Tasks: Responsible for the following major activities
Policies
Adhere to the procedures in compliance with FLYER policies
Solution Order Management
Order Acceptance
Receive quotes in progress in WOT, validate configuration and pricing, apply IPP and SPT approval
Submit quote in WOT to CIS
Submit quote to OM
Reject quote as per guidelines in consultation with Team Leaders
Validation of imported order in OM
Process order in OM
Book order in OM
Acknowledge quote in WOT post order booking in OM
Update Account Profile / Master Agreements as and when required
Order Change/Cancel Request
Receive order change/cancel request
Validate complete request information
Obtain approval according to established guidelines
Enter Change Data into system
Notify requester
Invoicing
Establish invoice preferences for customer in invoice engine
Validate Revenue Recognition - has been met per the terms and conditions of the contract and policy
Request for revenue deferral should be routed through the Team Leaders.
Trigger invoice in system
Send invoice file for printing and to all distribution channels
Archiving, Records Retention and Audit Support
Provide archiving and records retention in accordance with FLYER policies and FLYER practices including Electronic order jacket.
Provide internal and external audit support as requested
Operational Excellence:
Understand the customer and internal performance requirements of the processes delivered by the delivery location (as documented in the relevant process SIPOC)
Understand process input and output requirements and take continuous and pro-active steps to monitor and control them as appropriate to meet performance and customer requirements
Ensure high degree of compliance to the documented processes delivered such as adhering to the defined Standard Work Instructions (SWIs) and Local Work Instructions (LWIs) as appropriate
Take responsibilities to own and implement assigned process metrics collection, reporting, process risks mitigating actions, controls
Uses and maintains process maps, appropriately identifying inputs, outputs, roles and responsibilities
Participates in process risk management discussions to identify and address manageable process risks, providing input as a subject matter expert
Participates in the implementation of the defined Visual Management Plan and continuously make improvements to realize it’s stated objectives
Leads/Participates in team meetings (MOS) to review and plan for execution of work to help realize it’s stated objectives
Participate in the definition of current process performance baseline metrics (as defined in Metrics Data Collection Plan) and track/report on quantifiable process improvements
Ensure process documentation is updated, as appropriate, and ensure adherence to the defined process change control is followed.
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