Description
Provides operational support for Third-Party Approvals (TPA), Vendor Query Management (VQM), and exchange/specialist data permissioning and approval activities.
Reviews and processes requests related to third-party exchange and specialist data, as well as services from supported direct-billed vendors, ensuring compliance, accuracy, and alignment to service level agreements.
Collaborates with internal collaborators and external data providers to deliver timely request fulfillment, support business objectives, and provide a seamless customer experience.
Key Responsibilities and Accountabilities
- Supports the end-to-end processing of approval, enquiry, and request-for-service cases, ensuring accurate approval validation, data extraction, and third-party service permissioning within agreed service levels.
- Reviews approval requests, third-party vendor services, and entitlement requirements to ensure compliance with applicable policies and licensing obligations.
- Processes and maintains request records in Salesforce and other business systems, ensuring data accuracy and integrity throughout the request lifecycle.
- Performs validation and review activities to ensure requests meet compliance, licensing, and commercial requirements prior to approval and fulfillment.
- Consistently meets productivity, quality, and service level targets while maintaining a high level of accuracy and compliance.
- Collaborates with Accounts teams, Compliance, System Support teams, external third-party stakeholders, and vendors to facilitate timely resolution of requests and operational inquiries.
- Applies strong process, product, and system knowledge to independently resolve complex requests and stakeholder concerns.
- Handles both standard and complex cases involving exchange and specialist data access, third-party vendor services, and user/client entitlements.
- Builds knowledge of upstream and downstream processes to identify risks, resolve issues effectively, and support operational excellence.
- Supports continuous improvement initiatives that enhance efficiency, quality, and customer satisfaction.
- Handles the full permissioning process, including activation and deactivation, with accuracy and accountability, while collaborating with internal teams and external partners to deliver a seamless customer experience.
Qualifications and Experience
- Proficiency in Microsoft Excel, including data analysis, reporting, and data management functions.
- Proficiency in Microsoft Office applications, including Outlook and Teams.
- Knowledge of Salesforce, Siebel, or similar systems is an advantage, or the ability to learn new systems quickly.
- Passion for delivering quality service and finding opportunities for process improvement.
- Knowledge of third-party approval processes, exchange and specialist data licensing, or entitlements is an advantage.
- Demonstrates strong analytical, problem-solving, and decision-making skills.
- Applies sound judgment while balancing customer needs, compliance requirements, and business objectives.
- Solid attention to detail with the ability to handle multiple priorities in a fast-paced environment.
- Effective communication, stakeholder management, and collaboration skills, with the ability to build positive working relationships across teams.
- Ability to independently handle complex requests while maintaining service quality and compliance standards.
- Demonstrates curiosity, adaptability, and a willingness to learn.
- Open to supporting global operations across varying schedules based on business requirements.