Drive overall performance and manage the process. Responsible for supervisory support through transaction monitoring and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance. Steer process meetings / calls to a logical conclusion.

Responsibilities

Process performance – as per agreed KPI’s.

• Attrition - as per agreed KPI’s.
• Quality and productivity Improvement - as per agreed KPI’s.
• Customer Satisfaction - as per agreed KPI’s.
• Level of subject matter expertise - as per agreed KPI’s.

Any other essential function that may occur from time to time as directed by the Operations Manager

• Performance parameters
• Process performance – as per agreed KPIs (60%)
• Quality and productivity Improvement (20%)
• Level of subject matter expertise. (20%)

Role/ Responsibilities:

• Manage the proc...