British CouncilHiring for Senior Executive Finance Service Desk at Noida, Uttar Pradesh Full Time

Location: Noida, South Asia, IN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Job Title: Senior Executive- FSD

Purpose of job:
To support management of Finance Service desk by managing the incoming call and service requests on Service Now platform. The resource will also be required to record FREQ ( Finance Requests) on SN platform , manage queries received through helpdesk telephone number and provide first line resolution to the callers/ requesters. The resource will also assign the queries/ requests to second line functional resolving groups in the Service teams.

Accountabilities, responsibilities and main duties:
Receive and answer phone calls professionally and record queries, requests and suggestions as service request on SN management tool.

Respond to customer inquiries, assign to relevant staff timely and accurately

Identify and escalate priority issues : VIP/High Priority tickets, coordination with resolving groups to maintain service levels

Regular follow up on complaints for its resolution by the resolving groups.

Provide 1st level support for requests / queries received from internal and external customers

Support in weekly/month-end reporting

Any activities that may been assigned to deliver FSD services ( Due Diligence, Marketplace queries, Corporate Credit Cards management)

Information Security

Ensure that their workforce are aware of the information security policies and comply with them

Ensures that the team complies to ISO 27001 and IGA related requirements

Send account opening requests effectively

Disable accounts immediately for leavers and Absconders /on long leaves

Document and monitor / review access levels of his/her team

Provide security awareness and education to team

Manage Records to ensure compliance to Freedom of information act.

Ensure incidents of their respective functions are closed within SLAs

Skills and Knowledge

Minimum / essential

Financial accounting skills including book-keeping.

Excellent communication and interpersonal skills

SAP system skills

Understanding of financial processes

Desirable

Understanding of Success factors/ C4C tool.

Knowledge of customer service principles and practices

Experience

Decent experience accounts payable/accounts receivable/ General accounting processes

Customer service experience over the phone (Finance process preferred)

Qualifications

Graduate/Post-Graduate in any discipline

Further Information

Pay Band – 5

Contract Type – Indefinite

Location – Noida- India

Department/Country- IS /BCMS India

Requirements – Must have current right to work in India

Closing Date – Tuesday 5 October (23:59 IST)

A connected and trusted UK in a more connected and trusted world.

Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.

The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email askhr@britishcouncil.org

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.