What You’ll Do

• Lead the resolution of complex BPO escalations that require cross‑departmental (Tech/Product) intervention.
• Take full ownership of SLA governance, implementing recovery mechanisms for issues approaching the aging threshold.
• Conduct Root Cause Analysis (RCA) for high‑impact incidents, transactional mismatches, and fraud alerts.
• Serve as the escalation point of contact for L1 BPO, OilCo, and Vendor issues surfaced to the operations team.
• Ensure First Call Resolution (FCR) discipline and actively reduce Repeated Contacts through clear, accurate solutions.

OS OPM & Process Improvement

• Lead the mapping and design of OS OPM (Operational Process Management) process flows to identify bottlenecks and service integrity gaps.
• Translate operational insights into actionable continuous improvement initiatives that enhance platform effectiveness and user experience.
• Define ...