Job Description

? Ensure that the members understand the Process End-to-End and perform on the agreed process deliverables and maintain high quality of standards
? Identify and implement areas for process improvement
? Ensure effective backup plan is in place
? Proactively escalate issues to the supervisor/manager that require intervention/clarification from senior leadership
? Ensure all transaction processing is in a timely manner as per CTP/CTQ and SLA
? Ensure all the supporting documents are available to support Audit
? Identify areas of cost reduction by Process Improvements [Work and Non work related]
? Assess risks/costs associated with process delays and timely escalating the same to the leadership team
? Ensure compliance with client’s policies and procedures
? Ensure timely communication to customers
? Create adequate back ups
? Participate in Team Initiatives/events
? One on one with team members on a regular basis
? Share ideas and seek clarification
? Support centre sponsored Team Activities
? Sharing best practices – (leverage the knowledge across teams)
? Create good relations with internal and external customers
? Working on the development of the people in the team
? Compliance initiatives
? Ensure team members maintain high morale
? Emails or any other communication from the customer to be responded promptly
? Lead process improvement initiatives
? Provide Internal & External Audit Support

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