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Job Description
In this position, you'll be expected to manage the overall performance and governance of the Statement of Work (SOW), manage the day-to-day operations in accordance with the requirements of the Service Level Agreements (SLAs) set out in the SOW in partnership with the Project Managers, promptly identify and resolve Service delivery issues including implementation of preventive measures, handle transition management during set-up phase or expansion phase. As a key player in the Operations teams, you'll support the deployment of infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Install all Service delivery processes and Service level reporting mechanisms. Provide guidance to Team Managers and identify corelations with the Total Quality Management processes. As a leader, you're to provide people management, mentorship, and career development to members, including your managers and agents/raters, achieve low attrition levels and high employee engagement. Drive Team Managers to deliver continuous improvement and productivity gains. Collaborate with Training and Quality Managers and Trainers to ensure the blend and harmony of training and quality assurance initiatives with Project Delivery initiatives to optimize production time. Flag and escalate business risks to both internal and external stake holders, keeping mind the internal strategies to support overall Project Delivery goals and objectives.
Qualifications: