Provide strong leadership support, creating a high-performance environment; monitoring with respect to performance expectations; maintain strong relationships with Clients delivering optimal product support, whilst ensuring excellence in customer service.
Be the Single point of contact for all non-operations departments and identify, evaluate co-ordinate operational, Admin, IT and HR issues. Forward non-resolvable issues to the line management.
Ensure volumes are adequately planned, that records are kept up to date and that occupancy is maximized to meet the service level requirements.
Manage day-to-day service delivery, workload management, knowledge resources and on-going training, coaching and development.
Compliance and quality assurance with a focus on Customer Transaction Analysis and Key Performance Indicator (KPI) results as per client contract, so as to meet the organizational objectives.
Assist with training and updates, and provide direction pertaining to use of systems, policies and procedures, and problem resolution.
Schedule work, monitoring priority and batching of jobs to ensure smooth workflow. Review, analyze and correct data entries to ensure final product meets the Company or project standards.
Identify and manage potential areas for concern and underachievement, adopt an objective and discrete approach to reach an effective solution whilst maintaining discipline and morale.
Effectively communicate business strategy and ensure that team members are fully briefed on updates/products/services within the agreed timeframes. Assume complete ownership of driving managing optimum efficiency, healthy attrition rate end to end delivery of all SLAs, KPIs client expectations.
Hold daily team Meeting (huddles), setting the expectations.
Quality monitoring feedback for the team
Conduct monthly / quarterly / annual performance review meetings with the team.
Use techniques and processes to manage, coach and develop individual and team performance.
Flexibility and willingness to work in any shift in a 24X7 environment.
Motivation and efficiency of team including ongoing development.
Key skills and knowledge:
Overall experience required 3.5+ years.
Good people management skills/Demonstrated ability to lead people and drive results.
Health care Experience - preferred.
Ability to organize and manage multiple priorities.
Highly analytical with excellent communication skills.
Deliver flawless Customer Service.
Good understanding of quality tools and demonstrating commitment to quality.
Knowledge of the banking domain shall be an added advantage.
Quality of recommendations for continuous improvement/implementation of changes
