Job Description

• Manage team performance, productivity, engagement, and development through regular coaching and feedback
• Conduct performance reviews and address employee performance issues in accordance with company guidelinesIdentify capability gaps and implement development plans to strengthen team performance
• Own performance delivery (KPIs, SLAs, quality)
• Make decisions regarding workload allocation, resource planning, and team prioritiesResolve operational and people-related escalations within assigned scopeEnsure compliance with controls and policies
• Drive continuous improvement initiatives to improve service quality, efficiency, and employee engagementDefine, communicate, and monitor individual and team goals, ensuring alignment with operational targets, and drive execution through regular follow-up, performance tracking, and corrective actions where needed
• Coordinate with stakeholders across functions
• Perform other duties and responsibilities as assigned by the direct manager

Job Requirements