Job Description: A performance-focused and operationally strong professional with demonstrated experience in overseeing day-to-day workflow management, quality assurance, and team performance optimization. Brings a structured approach to operations management, ensuring adherence to SLAs, compliance standards, and organisational policies while consistently driving productivity and service excellence.
Proven ability to supervise and support team members through active coaching, real-time floor support, and constructive performance feedback. Skilled in identifying performance gaps through data analysis, audits, and KPI monitoring, and implementing corrective action plans to improve key metrics such as resolution rate, quality scores, turnaround time, and customer satisfaction.
Experienced in handling escalations, stakeholder communication to ensure seamless service delivery. Demonstrates strong decision-making capability under pressure, with the ability to balance operational priorities and resource allocation effectively.
Actively contributes to process improvement initiatives by identifying inefficiencies, recommending workflow enhancements, and supporting change management implementation. Recognised for reliability, ownership mindset, and the ability to drive team engagement while maintaining a high-performance culture aligned with organisational objectives.
Responsibilities: 1. Operational Management
Oversee daily operations to ensure adherence to SLAs, KPIs, and compliance standards.
Monitor workflow distribution, productivity, and queue management to maintain service levels.
Ensure optimal resource allocation and shift planning to meet business requirements.
2. Team Supervision & People Management
Provide real-time floor support, guidance, and coaching to team members.
Conduct regular performance reviews, one-on-one sessions, and feedback discussions.
Identify training needs and coordinate skill enhancement initiatives.
Drive team engagement, motivation, and accountability.
3. Quality Assurance & Performance Monitoring
Review audits, quality scores, and performance dashboards to identify gaps.
Analyse key metrics (e.g., resolution rate, CSAT, productivity).
Implement corrective and preventive action plans to improve performance outcomes.
4. Escalation & Stakeholder Management
Act as the first point of escalation for operational or customer-related issues.
Provide timely updates and reports to senior leadership on performance and risks.
5. Process Improvement & Compliance
Identify process inefficiencies and recommend workflow enhancements.
Ensure adherence to company policies, audit requirements, and regulatory standards.
Support implementation of new processes, tools, or system updates.
