About this role
Essential Functions:
• Meeting the SLA Targets • Team management and Transaction/Call Monitoring • Productivity Improvement and Employee engagement • Client interaction, if required at supervisory level • Ensure compliance with internal policies and procedures, external regulations and information security standards • Driving Quality initiatives in the process to attain measurable positive results • Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis • Ensuring accuracy of performance reports and compliance to internal control requirements • Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams • Establish an environment and work style that promotes the concept of teamwork and professional development • Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed • Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level
• Meeting the SLA Targets • Team management and Transaction/Call Monitoring • Productivity Improvement and Employee engagement • Client interaction, if required at supervisory level • Ensure compliance with internal policies and procedures, external regulations and information security standards • Driving Quality initiatives in the process to attain measurable positive results • Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis • Ensuring accuracy of performance reports and compliance to internal control requirements • Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams • Establish an environment and work style that promotes the concept of teamwork and professional development • Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed • Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level • People management and leadership skills • Reasonable level of business perspective regarding the internal functioning of the business • Must understand audit trends and should be able to identify process gaps • Should understand RCA for performance improvement • Should know how to create dashboards and reports • Should be able to handle escalations, disputes • Should be able to drive calibration and publish variance report
• Lean Six Sigma Yellow Belt Certified (highly preferred) • Good to have Green Belt certification/training (preferred) • People management and leadership skills • Reasonable level of business perspective regarding the internal functioning of the business • Must understand audit trends and should be able to identify process gaps • Should understand RCA for performance improvement • Should know how to create dashboards and reports • Should be able to handle escalations, disputes • Should be able to drive calibration and publish variance report • Band A2 in Quality Excellence apply for (12-month tenure) - Compulsory • Band B1 in Quality Excellence can apply for lateral movement (12-month minimum tenure) -Compulsory • Performance rating of 3.5 or higher in the last appraisal cycle • Clear Disciplinary Record • • “In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets”