Responsibilities

• Deliver service in line with agreed controls and procedures to ensure high-level customer service for internal and external customers
• Driving performance (efficiency, quality, hygiene) management of your team member to meet all SLA’s
• Will be responsible for training your team on product, process & policy and keeping your team up to date on policy/process update/policy disseminations
• Continuously improve the delivery process to attain a consistent & stable level of operations
• Manage relationships with client, liaising with internal stakeholders and external partners regarding all things related to the business
• Manage escalations and provide timely resolution
• Basis RCA, effective coaching & feedback to be shared with team members
• Conduct performance reviews of each team member and explain / set career development path & opportunities for team members
• Identify new opportu...