Capita - Team Manager - Operations - Fiduciary

Job Description :

- Monitor workflow to plan work schedule as per the SLA requirement and the volumes forecasted;

- Conduct weekly calls with the client to understand expectations, provide feedback and reports and resolve queries or escalations;

- Cascade changes in regulations and industry practices to the team;

- Measure and improve quality of the process by implementing process improvement plans and lean projects on a periodic basis;

- Prepare periodic MI report for the client and risk and compliance team.

- Measure and review performance and productivity of the team and provide one to one feedback to ensure high quality and accuracy;

- Conduct half yearly and annual performance appraisal for the associates and provide monthly feedback; and

- Manage team absenteeism, attrition, attendance, breaks and conduct;

- Participate in the recruitment of new team members as and when required;

- Co-ordinate with the transport/ IT team to resolve issues related to the shift; and

- Implement the rewards and recognition budget,

- Has supervisory or people management responsibility, with a particular emphasis on maximising the performance of those that work for them. Is responsible for an element of business unit performance e.g. sales targets, customer service levels. Champions TCF among team ensuring it is built into all relevant objectives

Key Results Area :

- Team performance and SLA management

- Process improvement projects

- Escalation management

- Employee engagement programs and trainings

- On time data maintenance and reports generation/submission