1. Delivery & SLA Ownership (Critical – Business Accountability)

• Ensure SLA, turnaround time (TAT), accuracy, and quality targets are consistently achieved.
• Monitor daily, weekly, and monthly productivity outcomes .
• Maintain alignment between volume demand and available FTE capacity .
• Manage task queues, backlog levels, and aging deliverables .
• Identify and escape operational risks before SLA breaches occur.
• Maintain oversight of work allocation and case distribution .

2. Capacity & Workforce Optimization

• Conduct weekly volume forecasting and workload planning .
• Rebalance work dynamically across team members and processes.
• Maintain skills mapping and cross-training plans .
• Optimize resources during structural shifts or workload spikes .
• Support smooth transitions during restructuring o...