Found Description
Job Description
Operational
- Review and analyse performance metrics to identify areas of opportunity that will drive operational improvement/efficiency
- Responsible for driving key metrics , SLA delivery and management
- Drive customer experience as it relates to best practices and member satisfaction, monitor results for customers
- Maintain and improve Customer Experience operations by monitoring system performance , identifying and resolving problems, process improvement and quality assurance programs.
- Challenges the status quo and identifies opportunities to improve quality, efficiency and results
- Manages with Operations expertise , knowledge, tools and balance scorecards
- Responsible for of any New business transition from onshore . This will involve end to end ownership from recruitment, onboarding, Business Readiness, Knowledge Transfer, Risks analysis to embedding processes smoothly...