Role purpose / targets:

• Responsible for overseeing daily operations, ensuring the timely completion of tasks, achieving productivity and quality targets and driving continuous process improvements. Performance will be measured based on timely and successful service delivery in accordance with SLAs, as well as quality, efficiency and team satisfaction metrics.

• The role requires strong leadership capabilities, operational excellence, a focus on team development and a customer-centric mindset.

Key Responsibilities:

• Monitor daily work allocations to ensure timely task completion while maintaining high levels of accuracy and quality.
• Review and manage productivity and quality reports, initiating corrective actions as necessary to meet performance standards.
• Collaborate with cross-functional teams and stakeholders to address operational challenges and drive transition initiatives for new processes or systems, ensuring seamless integration and minimal disruption.
• Conduct regular team meetings, one-on-one sessions and performance feedback discussions to foster a high-performing team environment.
• Identify process gaps, recommend improvements and actively contribute to continuous process enhancement initiatives.
• Support hiring, training and onboarding activities for new team members by developing and delivering comprehensive training programs to build critical skills and knowledge.
• Maintain accurate documentation, ensuring audit readiness and compliance with internal controls and company policies.
• Prepare and present operational reports, updates and performance insights to senior leadership as required.
• Ensure timely and accurate completion of all monthly closing activities.
• Monitor and manage ESM tickets, ensuring timely resolution and preventing escalation into non-compliance (NC) status.
• Conduct governance calls to review performance metrics, identify areas for improvement, and implement best practices.
• Oversee daily processing activities to ensure accuracy, efficiency and adherence to established standards and protocols.
• Foster a culture of knowledge sharing

Continuous improvement (CI) and transformation:

• Leverage a strong understanding of business processes to identify and implement continuous improvement (CI) initiatives.
• Execute initiatives aimed at addressing customer feedback and enhancing overall customer satisfaction.

Role design elements:

• Reports to: KG BSC Stream Lead
• Direct reports: Team Members
• Intensive collaboration/ communication with service receiver regarding daily operations (e.g. clarifications, requests, status calls, etc.)