Being a Client Service and Incident management analysis (SCA Service Client Analyse) part of GTPS/GFL/SCF, the Analyst to ensures the good operational processing of the client payment flows. Analyst is in charge of performing analysis (level 2 user support) on technical anomalies detected by the supervision team or directly raised by clients. The Analyst manages the different steps to solve incidents on the payment flows applications.
Analyst works very closely with the supervision team in India and also with the onshore team in Paris & Lille with, the flow advisors and the experts of the 4 scopes.
Tasks :
Give advice and assistance to the internal clients/users from France Retail network, Back-Offices and Middle Offices about payments.
Adhere to the Business KPI and 100% quality.
Ensure the expected quality in responding service request.
Active participation in incident management process.
Handle the technical or banking settings and takes in charge the complex analysis.
Help the supervisors to understand the technical processing.
Actively participate in the training and onboarding of newcomers & new clients and business in the process.
Support for Continuous process improvement.
Share best practice and knowledge nuggets with the team.
Demonstrate 100% accountability , Ownership & responsibility.