Job Description

Job Description SummaryTo drive delivery of SLAs/ support as agreed with stakeholders.To manage & improve process and people capabilities to achieve operational goals Job DescriptionManage available resources (people, process) effectively to ensure operational efficiency.Monitor the team’s KPIs on productivity, quality score, Turnaround time and others as per standard agreed with all the stakeholders to ensure the smooth and efficient deliveries.Manage the escalation email/ calls from internal/external customers.Prepare a monthly team performance report for the stakeholder.Set up goals for team, review and provide feedback to team members via monthly one to one or coaching session. Needs to perform half yearly and year-end review for their team members. Managing compliance with governance standards and regulatory requirements within the team.Responsible for implementing people development plans for current and future skill requirement for the team.Manage and handle the Migration project if any.Ensure all the documents related to work such as BIA , BCP , SLA , SOW and training material is up to date and renewed accordingly.Initiate process improvements.Adherence to procedures controls.Motivate and mentor staff to achieve Organization and Personal career goals.Maintain Confidentiality of all sensitive records processed by the Team.Sense of urgency and ability to manage and prioritize multiple work requirements to meet deadlines.Strong customer services focus with a drive to ensure that we exceed the expectations of our clients.Commitment to delivering quality results and overcoming obstacles and challenges in a time-sensitive environment.Must follow instructions without deviation and have a proven track record of meeting deadlines and desired quality of projects in the current or past responsibilities handled

Job Requirements