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About the Role
- Lead and develop a team of 10–15 FTEs to consistently meet service level agreements (SLAs) and performance targets
- Take full ownership of process execution, ensuring smooth delivery and operational excellence
- Act as a key liaison between Assistant Managers and team members to implement process improvement initiatives that enhance efficiency and productivity
- Conduct process training for new hires and ensure timely onboarding aligned with business requirements
- Monitor service delivery parameters, perform quality checks, and provide timely feedback on errors and performance gaps
- Respond to process-related queries and identify training needs to support continuous learning and development
- Prepare and submit accurate reports to the Delivery Manager (DM) within required timelines
- Drive process improvement strategies and contribute to operational innovation
- Build domain expertise through process accreditation an...
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