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
