JOB DETAILS

JOB DETAILJob Details

・ Ensure adherence to the process deliverables (SLAs)

・ Work closely with Team leaders to manage team and individual performance

・ Handle client interaction and escalations (on calls or in person)

・ Closely monitoring daily productivity against the defined Service Level standards

・ Perform regular audit checks on client defined compliance requirements

・ Coach & monitor Team leads in day to day operations & people handling

・ Analyze and generate reports for team performance on processes

・ Develop a continuous learning process for the team

・ Review / audit transactions performed by team leads

・ Supervise and support team members to ensure that delivery is consistent with or exceeds client's quality service standards

・ Represent the organization and participate in client visits and reviews.

・ Assist Operations Manager in supervisory functions

Key Deliverables (KRA Measure)
・ Meet targets on different internal and external KPIs

・ Ensure that client escalations are NIL

・ Review TL performance on a daily/weekly/monthly basis

・ Look after employee engagement and ensure that ESAT for the process is good

• Contribute in different process improvement initiatives

REQUIRED WORK EXPERIENCERequired

✓ Experience: Minimum 5 years industry experience with minimum 1 year experience in role applied for

✓ Excellent verbal and written communication (Japanese) in an international process

✓ Candidate must be college or vocational school graduates or possess comparable work experience

✓ Knowledge of operational process, logical thinking, reporting and analysis

✓ Ability to prepare and present PowerPoint Presentations

✓ Ability to handle pressure

✓ Ability to follow instructions and client requirements within TAT and with accuracy

✓ Open to change, Multi-tasking skills

✓ Shows flexibility/ownership & works under pressure situation

✓ Ability to work within challenging environment with tight delivery timelines

✓ Open to work in rotational and night shifts