Your responsibilities include but are not limited to:
- Consistently meet or exceed SLAs
- Maintain a High Level of Core performance delivery, ensuring full implementation of documented policies, procedures, and best working practices
- First escalation point on process issues
- Address any people issues actively, and maintain a high team morale overall
- Staffing, training, development, mentor team in times of need.
- Identify any Operations Centre activity that may be foreseen as a risk/issue to successful process execution and take steps to mitigate the risks/issues.
- Perform root cause analysis in case of escalations and take steps to improve the robustness of the process
- Ensure audit readiness of all documents.
- Contribute to contract profitability through efficient management of resource and expense.
- Assume additional responsibilities as assigned by reporting manager.
- Managing operations of Helpdesk including support client procurement applications and Supplier Enablement processes.
- Directing and coaching the team of Helpdesk Agents on a need basis towards meeting customer expectations
- Ensure Customer and Stakeholders Satisfaction.
- Identify and mitigate any risks/issues that are foreseen as potential bottlenecks to the Helpdesk process.
- Participate in periodic internal reviews and resolve any issues relating to business controls guidelines.
- Execute operational plan to ensure all client SLAs are consistently met/exceeds.
- Provide thought leadership to the team.
