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...