As part of the Concession Prevention Program (CPP) within the India Security & Loss Prevention team, this role is crucial in protecting the organization's financial interests. We are looking for an candidate who is willing to challenge conventional practices and drive innovation. As a CPP Analyst, you will play a significant role in directly impacting the company's profitability. Your primary responsibility will be to analyze and reduce concessions, which are financial adjustments or losses, thus directly contributing to the organization's bottom line. By effectively managing and optimizing the concession bucket, you will help enhance the overall financial performance and security of the organization. Your efforts will be vital in ensuring that financial losses are minimized, thereby supporting the organization's long-term success and stability.
Key job responsibilities
The work will involve but not limited to
1. Resolve TT Related to Refund Claims by Customers: Efficiently manage and resolve trouble tickets (TT) related to customer refund claims, ensuring timely and accurate processing.
2. Analyze/Perform Multiple Checks Using Multiple Tools to Verify Customer Claims: Utilize various tools and methods to thoroughly verify the legitimacy of customer claims, ensuring accuracy and preventing fraudulent activities.
3. Handle Escalation Cases in a Time-Bound Manner: Address and resolve escalated cases promptly, ensuring customer satisfaction and maintaining service quality standards.
4. Meet Daily TT Resolution Targets While Maintaining TT Quality Parameters: Achieve daily targets for trouble ticket resolution, ensuring that all quality parameters are met to maintain high service standards.
5. Create Reports on Loss Data, RCA, and Related Trends Over Time: Develop detailed reports on loss data, root cause analysis (RCA), and observe related trends over time to identify areas for improvement and implement preventive measures.
6. Connect with Stakeholders from Other Teams to Control Issues Impacting TT Resolution Output: Collaborate with stakeholders from various teams to address and resolve issues that may affect the efficiency and effectiveness of trouble ticket resolution.
7. Any other work assigned by organization.
About the team
The CPP (Concession Prevention Program) has been operational since May 2018. The team is part of India Security & Loss prevention rolling into WWOS. The team has a strength of 9 analysts, who are assigned TT (Tickets) daily by the Customer Service team. The CPP perform checks, such as X-Ray image analysis, and share their findings on the TT with the CS team, enabling them to make informed decisions on concession issuance or denial.1. Educational Background: A graduate with a background that includes some technical knowledge, particularly related to IT.
2. Data Analysis Skills: Proficient in data analysis, with the ability to interpret and draw insights from data to inform decision-making processes.
3. Technical Proficiency: Good working knowledge of Microsoft Excel and the internet, essential for performing day-to-day tasks efficiently.
4. Adaptability: The ability to quickly learn and adapt to new tools and technologies as required by the job, ensuring continuous improvement and keeping up with evolving job demands.
5. Knowledge of carrying out investigation and provide RCA and Corrective / Preventive actions.
1. Microsoft Excel and Internet: Good working knowledge of Microsoft Excel and internet navigation, essential for performing day-to-day tasks efficiently.
2. Tableau: Working knowledge of Tableau for data visualization and reporting.
3. SQL: Proficiency in building SQL queries and extracting data from databases.
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