About this role
Essential Functions:
- Meeting the SLA Targets
- Team management and Transaction/Call Monitoring
- Productivity Improvement and Employee engagement
- Client interaction, if required at supervisory level
- Ensure compliance with internal policies and procedures, external regulations and information security standards
- Driving Quality initiatives in the process to attain measurable positive results
- Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
- Ensuring accuracy of performance reports and compliance to internal control requirements
- Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
- Establish an environment and work style that promotes the concept of teamwork and professional development
- Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
- Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level
