Job Description

Operational

• Manage team performance through effective queue management on Salesforce/workflow tools and other applications
• Take complete ownership to improve the quality of the delivery to customers
• Ensure Standard Transaction Time (processing time) analysis is a systematic & periodic activity
• End to End customer journey is improved, by regular review of process and suggest innovate ways to improve customer and advisor experience
• Provide support to the Operations Manager in achieving Departmental KPIs aligned to the overall organisational objectives.

People

• Lead & motivate the team through regular performance review and rewards & recognition
• Engage in career aspiration conversations and align roles accordingly
• Oversee training needs analysis and facilitate / impart process & soft skills training to build people capabilities
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