Job Description: Performance Parameters • Process performance – as per agreed KPIs (50%)
- Quality and productivity Improvement (20%)
- Customer Satisfaction. (10%)
- Level of subject matter expertise. (20%)
Role/ Responsibilities
Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
Provide coaching and feedback to team members to enable them to improve their performance.
Assist new hires such that they are productive on the floor in the shortest possible time frame.
Handle escalations.
Provide inputs on process and system to the team members.
Client Interaction, where required at the level of Supervisors.
Ensure compliance with internal policies and procedures, external regulations and information security standards.
Competencies & Skills
1. Knowledge of the function, process and systems.
2. Ability to use the desktop computer systems
3. Coaching and Feedback ability.
4. Clear written and verbal communication.
- Customer Service Orientation.
- Quality Orientation.
- Empathy for effective on the job coaching and feedback.
Responsibilities: Role/ Responsibilities
Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
Provide coaching and feedback to team members to enable them to improve their performance.
Assist new hires such that they are productive on the floor in the shortest possible time frame.
Handle escalations.
Provide inputs on process and system to the team members.
Client Interaction, where required at the level of Supervisors.
Ensure compliance with internal policies and procedures, external regulations and information security standards.
