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Responsibilities:
- Manages processes based on established performance standards, service & quality levels.
- Implement full adherence to existing tools used to measure performance (Productivity; Efficiency; Quality; Attendance; etc.).
- Manages staff assignment based on business needs/capacity and builds capacity through resource planning and cross-training.
- Coaches team members on proper handling of transactions.
- Execute existing DR/BCP plans of the team.
- Execute/deliver output based on the project plan during migrations.
- Identifies staffing requirement and is involved in the hiring process ensuring suitably skilled individuals are hired.
- Manages and develops resources to take key positions such as Supervisor/Team Leader, Quality Auditor or Trainer. Executes career development plans for direct reports.
- Takes ownership in resolving and managing end-customer issues and negotiations.
- Manages internal updates/communication within the unit.
- Enforces compliance to company policies and effect disciplinary measures on violations.
- Assists in providing mentoring/coaching to co-leads.
- Assists Director in the management of the unit/department, if needed.
- Assists the leadership team and/or Training & Development team in the documentation of process updates or procedures.
- Initiate and implement process improvements.
- Leads projects/tasks that may be assigned from time to time and contributes to company-wide initiatives and projects
- Experience is a must. Minimum of 5 years professional experience or 5 years Supervisory position.
- Above-average communication and meeting facilitation skills.
- Proficient in MS Applications.
- Flexibility with rotational schedule
- Ability to handle multiple tasks and create and execute effective and immediate action plans for process issues.
- Ability to adhere to and promote current performance tool that team uses.
- Ability to establish and maintain relationships with team members, co-leads, reporting managers, internal, and external business partners.
- Coachable - Seeks out and accepts feedback to improve personal and team performance.
- Customer Focus - Processes with a consistent attitude of respect, courtesy, patience, and helpfulness. Has business acumen and can see things in a bigger picture.
- Met or exceeded performance expectations in the last performance appraisal.
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