Operations Manager Back Office Verifications, City Centre, Cape Town.
Performance parameters: Acquiring expertise on different document types (ID/DL/Passport/Visaetc.) for more than 200 countries. To check and verify customers credentials and feed them correctly in database. To identify and highlight fraudulent/fake/forged documents. To meet Service Level Agreement, AHT and quality targets. To report any bug or issue in CRM. Participate in ideation workshop and share improvement ideas.Adaptable to learn new document type, process, concept and skills. Ensure adherence to process guidelines as per agreed quality standard on all SOPs. Ensure that the assigned targets are achieved as per agreed SLA. Ensure adherence to Company Policies and Procedures. Should be flexible to work in a 24/7 environment. Employee Satisfaction, people development and morale. Process performance as per KSFs over the month. Attrition within target levels. Improvement in quality and productivity. Customer Satisfaction. Any other essential function that may occur from time to time as directed by the Supervisor.
Role/Responsibility: Manage teams and ensure quality and productivity targets are met. Develop strategies on the floor for reducing attrition and improving employee satisfaction. Documented monthly performance review of Team Leaders. Conduct quarterly and annual appraisals of agents and Team Leaders and consequently make development plans for them. Mentor Agents and Team Leaders for their growth and development. Drive reward and recognition activity on the floor. Drive process improvement activity on the floor using Process Excellence methodology.
Review Performance of the KPIs on a near term basis and develop plans for improvement in performance. Stay in touch with the Client at the Process Owner level on regular basis to review progress. Ensure compliance with internal policies and procedures, external regulations and information security standards.
Competencies and Skills: Prior Back Office Experience.People management and leadership skills. Capability to conduct an appraisal discussion. Capability to communicate with large teams. Appreciation of the domain needs of the process and its key drivers. Reasonable level of business perspective regarding the internal functioning of a BPO. Good Client facing skills.
Values and Behaviour: Output driven mindset, determined, resilient, perseverant and persistent. Customer Service Orientation. Quality Orientation. People and performance oriented Education Requirements. Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.
Work Experience Requirements: Overall 5 years of work experience in Business Process Off-shoring. Should have at least 3 years of supervisory experience in insurance business, preferably in the UK.
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