Job Description

Job Summary

The purpose of this role is to ensure timely and accurate deliverables, manage financial targets, foster team development, align goals with organizational objectives, and maintain compliance with regulatory standards.

Key Responsibilities

1. To Ensure That All Daily Deliverables Are Completed On Time And Meet The Agreed Accuracy Standards As Per The Service Level Agreement (Sla). This Role Actively Participates In The Creation, Renewal, And Sign-Off Of Slas To Ensure They Reflect Operational Capabilities And Client Expectations.
2. Responsible For Forecasting Monthly Rolling Revenue And Ensuring That Targets Are Met. Manage Costs Efficiently Within Agreed Budgets And Continuously Identify New Business Opportunities Within Existing Client Groups.
3. Closely Monitor And Manage Attrition Rates, Ensuring They Remain Within Targets. Promote Employee Development Through Comprehensive Training Programs And Professional Growth Opportunities To Enhance Skills And Performance.
4. Aligning Team Goals With Organizational Objectives Is A Key Focus For This Role, And They Efficiently Run Management Initiatives To Achieve The Desired Results. Ensures Compliance With All Regulatory And Risk Controls, Developing Additional Controls As Needed, And Overseeing Transitions For New Business Acquisitions.
5. By Maintaining A Strategic Overview And Fostering A Collaborative Environment, The Senior Process Manager Drives Continuous Improvement And Operational Excellence Within The Voice Process Domain.

Skill Requirements

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Other Requirements

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