Allocate workload and resources across the team to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved.
Oversee operational performance, service quality, KPI achievement and regulatory adherence while proactively identifying operational risks and implementing corrective actions.
To investigate, recommend action, and respond to complaints, ensuring the highest Ensure SLAs are being met and KPI’s are adhered and identified gaps in service (potential and/or actual) are pro-actively addressed.
Proven ability to lead both independently and collaboratively, fostering a supportive team environment that values diverse contributions and encourages idea sharing.
To lead discussions on high level solution design for medium to complex level enhancements, perform effort estimations for enhancements and ensure all considerations are taken for the end-to-end solutioning, to build, test, deliver the enhancements within the agreed timeframe and with quality.