Job Description
Responsibilities:
- Provide mentoring, coaching, and direction to team members (of approximately 15-25 members);
- Handle client inquiries and provide appropriate solutions and alternatives within the time limits to ensure resolution;
- Lead team members, foster their professional development and growth via effective coaching and proactive communication, and enhance teamwork and cooperation;
- Follow communication procedures, guidelines, and policies;
- Subject Matter Expert to all operations functions (People, Performance, Process);
- Responsible for ensuring and achieving all Service Level Agreements (SLA) and contractual Key Performance Indicators (KPIs);
- Set goals for individual and team levels and ensure to achieve targets;
- Manage team scorecard performance and retention goals;
- Identify performance-related issues, develop Corrective Action - Preventive Action (CAPA) plan for improvement, and demonst...