Assistant Manager

6 days ago

Cape Town, Western Cape, South Africa EXL Service Full time R400 000 - R800 000 per year
Responsibilities

Essential Functions:
  • Meeting the SLA Targets
  • Team management and Transaction/Call Monitoring
  • Productivity Improvement and Employee engagement
  • Client interaction, if required at supervisory level
  • Ensure compliance with internal policies and procedures, external regulations and information security standards
  • Driving Quality initiatives in the process to attain measurable positive results
  • Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
  • Ensuring accuracy of performance reports and compliance to internal control requirements
  • Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
  • Establish an environment and work style that promotes the concept of teamwork and professional development
  • Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
  • Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level
Qualifications

Competencies & Skills:
  • People management and leadership skills
  • Reasonable level of business perspective regarding the internal functioning of the business
  • Must understand audit trends and should be able to identify process gaps
  • Should understand RCA for performance improvement
  • Should know how to create dashboards and reports
  • Should be able to handle escalations, disputes
  • Should be able to drive calibration and publish variance report
Education Requirements:
  • Bachelor's Degree Must be Lean Six Sigma Yellow Belt Certified. Good to have Green Belt certification/training

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