About this role
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Develop and implement annual business plans for the L&A CARE Team, which support the unit’s strategic business plans. • Drive the design, development and implementation of an effective L&A CARE Team and related processes and tools, which proactively address language, culture, industry, and transaction handling needs of Operations. • Communicate clearly and effectively the L&A CARE Team to both Client and Operations/Support Groups. • Drive the continuous improvement of the L&A CARE Team’s Programs based on quantitative and qualitative analysis of established goals, the performance results, and best practices in the industry. • Conduct orientation to newly-promoted team members • Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary • Ensure process compliance in the implementation of the L&A CARE Team’s Programs. • Represent L&A accounts in clients’ meetings regarding the L&A CARE Team’s Program. • Perform other tasks that may be related to the L&A Soft Skills Program. • Perform other tasks assigned by Account Operations, Training and Quality. • Validate the effectiveness of the L&A CARE Team’s Programs through continuous performance analysis based on well-defined measurable targets. Allowing growth through proactive solutions. • Collaborate with L&A CARE Team and Quality Teams to identify job-related language & communication issues • Implement creative projects/activities that will promote better soft skills across the Business Unit • Analyze and report data on program evaluation to Account owners • Accountable for the performance of trainers by coaching, creating and maintaining development plans, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making