Customer Experience Executive - Voice Process

Management Level

I

About Equiniti:

Equiniti is a leading Shareholder Management Fin-tech Company, serving as the number one share registrar in the UK and number two in the USA. It specializes in providing top-notch infrastructure, technology, and solutions for shareholder administration, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries. EQ's vision is to be the leading global share registrar, offering complementary services to its client base and our values set the core foundations to our success.

EQ India is a Global competency centre of EQ Group. Our Indian team is an integral part of our success, with 1300 employees operating out of Bangalore and Chennai, forming 25% of our global workforce, and 40% of our employees being women. We are recognised as Top Employer in India by Top Employer Institute.

We are TRUSTED to deliver on our commitments, COMMERCIAL in building long term value, COLLABORATIVE in our approach and we IMPROVE by continually enhancing our skills and services.

There has never been a better time to join EQ.

Division/Business Function: (Please select the division for which you are going to hire)

IT - Our Technology teams in India deliver best-in-class Applications and Infrastructure services to the Group and are involved in key Digital Transformation initiatives that are being undertaken by the Group, including re-platforming, transformation to the Cloud and Application modernization projects. we’ve over 100 IT products supporting various clients across UK, Europe & US.

or

FSS – The Finance Shared Services is the backbone of our Finance Organisation, providing high quality data for Decision support, creating scalable processes to add value to customers by attracting and investing in the right talent. We cater AP, AR, R2R, P2P, Global procurement, Payroll, Regulatory reporting, statutory reporting, internal audit, … to our EQ group.

or

Ops - Our operations team in India serves as an extension of the global operations business located in the UK and US. The team in India provides comprehensive support across various critical operational areas, including Share registration services, retirement solutions, Investment Services, Employee Services, KYC Operations, contact centre operations, and Reconciliation services. Within these functions, we handle both voice and non-voice tasks. Our units efficiently process a large volume of complex transactions, ensuring adherence to client SLAs regarding quality and timelines. Additionally, we possess expertise in managing regulated activities, which are overseen by highly competent resources dedicated to this specific role.

Job Summary:

Give a brief summary, in paragraph format, of how the role fits into the department and Equiniti. Describe the purpose of the job.

Core Duties and Responsibilities:

The successful candidate will be responsible for the following:

• Answer inbound calls, emails from Shareholders and assist them with their queries within the agreed service standards.
• Respond to basic queries referring to senior colleagues where appropriate.
• Contribute to the completion of the team’s workload.
• Improve own skills as knowledge within the operational team taking opportunities to identify area for improvement to processes and service.
• Undertake duties at a similar level as required.
• Ensure compliance with Equiniti’s procedures, standards and reporting requirements, together with all relevant regulatory and statutory requirements, where appropriate implementing actions to protect our business always.
• Always to undertake the duties of this role in accordance with the requirements of the company’s Regulators.
• Complete work within the security arrangements of Equiniti. Any deliberate contravention of these procedures may lead to disciplinary procedure.
• Ensure that all work is undertaken within the quality system.
• Ensure that work and ethics comply with all security arrangements both physical and information.

Skills Attributes and Behaviour:

The successful candidate will demonstrate the following experience, skills and behaviours:

• Timely completion of own work / contribution to team workload
• Meeting targets for accuracy, quality and agreed service levels
• Satisfactory resolution of queries
• Adherence to procedures and regulations
• Contribution to continuous improvement
• Ongoing development of own knowledge and skills
• Demonstrate willingness to contribute to team beyond own immediate tasks
• Quality of support given to colleagues
• Development of technical knowledge and skill
• Contribution to target achievement and team goals
• Successful delivery of task

Benefits:

Being a permanent member of the team at EQ you will be rewarded by our company benefits, these are just a few of what is on offer:

• 31 days + 9 bank holidays (UK)
• Business related certification expense reimbursement
• Comprehensive Medical Assurance coverage for dependents & Parents
• Two-way cab transport for staff working in UK & US shift
• Accidental & Life cover 3 times of concerned CTC

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.