Ensure appropriate staffing levels / cover at all times (Resource Planning)
Custodian of customer journey and outcomes for the team / process / business
Work planning and daily work management to drive SLA's (SLA adherence)
Ensure all processes are well documented, reviewed & maintained as per internal standards / Fit to Practice (FTP) adherence & driving positive culture within the teams
Manage escalations calls/emails form customers/Stakeholders
People Management but not limited to 1*1's, conflict management, issue resolution, people issues etc
As nominated Risk Champion for your function, work alongside the Risk function in developing and maintaining a risk management agenda, acting both to ensure the necessary levels of transparency for potential risks and promoting a positive culture of awareness and accountability throughout your function
Perform & initiate root cause analysis (RCA) of process key metrics to drive process efficiencies and reduce gaps / errors including bottom quartile management, quality analysis etc
Manage and coach people including all aspects of performance management, development, conduct, shrinkage, appraisals, employee administration and recruitment Conduct Training need analysis (TNI)
Be a custodian of process knowledge within the team/ process / business (Knowledge management / Training & Competency)
Driving upskilling initiatives to create a multi-skill (cross-skill) capability in team / process / business
Initiate & drive continuous process improvements to simplify processes & enhance customer experience / journey
Identify & manage training opportunities in the team on Vulnerable customers & complaints / procedures
Raising issues/ concerns in a proactive & timely manner to ensure no business impact / disruptions
Understand, prepare, analyse, manage & publish of process reports, MIS, dashboards in a timely & accurate manner
Timely & accurate cascading of all process updates and act as custodian of change management
Should be proactively involved and drives business initiatives & new migrations
Assist managers in capacity planning and resource utilisation
Ongoing Stakeholder management including timely responses for customer / stakeholder complaints
Perform other duties as assigned by the Manager or the management from time to time.
Maintain the company's compliance standards and ensure timely completion of all mandatory on-line training modules and attestations
Deputize LM / AM, wherever required & needed
Ensure proper and effective communication

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