Accounts Transaction Processing Level 2

•Provide team support, resolution of complex issues, definition of standards and approaches, planning, and internal/external client relationship management.

•Serve as the 2nd level of escalation for operational/people issues and other kinds of risk within the scope. All escalations should be timely addressed and action plan to avoid issue recurrence be tracked / proven to be effective.

•Address and manage operational, people and other kinds of risk within the scope.

•Establish and manage client relationships within the project scope.

•Take charge or participate in project initiatives that have low to medium risk and complexity level

•Participate in MRC/Client coordination, operation calls.

•Responsible in Resource management and capacity planning / work load balancing. Teams measure Capacity Utilization and demonstrate improvements minimum every quarter or 6 months without negatively impacting SLA performance.

•Conducts formal and informal performance appraisals of team members, based on predefined standards and metrics.

•Conducts career development planning sessions for team members.

•Manage resources and identify cost reduction opportunities.

•Manage Overtime and attrition.

•Ensure that an analysis is made for the Overtime rendered for the previous month.

•Review productivity and utilization rates.

•Plan, monitor and manage extended working hours of the team.

•Monitor scope and manage change via change request process to avoid scope creep.