Main opportunities/challenges for this role

Leadership skills:

Should be able to look at pre-empt problems and identify solutions with logical analysis.
Should have a fair understanding for achieving organisation goals and driving Continual Improvement projects in the process.

Service Delivery

Supervising, planning, and managing functions concerned to operations
Efficient with all the tools & technologies that are in use in operations.
Acting as an information source and answering team questions, following up and giving instructions as needed.
Working as a first level escalation point for the team.
Create SOP s/Maintain Knowledge articles/updates and share with team on a regular basis.
Get first hand training on the process or and other new updates and share the same with the team via channelized Knowledge Transfer Process.
Support team on all queries (e.g. Process / Transport / Admin / Payroll / Team Related) independently and occasionally with support of relevant stakeholders.

Stakeholder Management/People-Resource Management

Carrying out performance measurement, monitoring, and evaluation of entire team to monitor service quality & improve efficiency.
Preparing and directing schedules, monitoring attendance of the team, scheduling breaks and shifts as necessary.
Compiling and maintaining lists of on-call and key schedules and personnel.
Conduct regular team meetings and one on one sessions with the teams
Ensuring team members acquire the appropriate support and training to apply the best skills and knowledge on the job.

Quality Management

Monitor Calls, perform Quality Checks and provide necessary feedback to the team.

Governance and Reporting

Maintain Schedule Adherence, Work Force Management (Break management), Shift Management and Rotation.
Good with MS Excel and formulas for reporting purposes
Practicing and ensuring compliance with that of all the BCMS policies and procedures.

Information Security

Ensure that their workforce are aware of the information security policies and comply with them
Ensures that the team complies to ISO 27001 and IGA related requirements
Send account opening requests effectively
Disable accounts immediately for leavers and Absconders /on long leaves
Document and monitor / review access levels of his/her team
Provide security awareness and education to team
Manage Records to ensure compliance to Freedom of information act
Ensure incidents of their respective functions are closed within SLAs

Team Leader Operations