mfine - Customer Centre Manager

- Leading Operations including monitoring & governing the transaction process

- Responsible for smooth and efficient day to day operations within the team

- Defining & creating processes and procedures relating to Customer Service

- Managing a set of Team Leads/members aligned to the LOB

- Ensuring data quality and integrity and identifies any issues, trends and/or opportunities for improvement, communicating findings to the relevant stakeholders

- Identifying improvement areas and implementing adequate measures to maximize the customer satisfaction level

- Periodic review of all the process related metrics achievements against the target to ensure control in any deviations and immediate plan of action to get back to normal in case of any negative deviations

- Identifying training needs for the staff and ensuring training implementation for the specific process in order to ensure competency development across domain operation and behavioural

- Preparing / Sign off on the KRA/deliverable of the team in order to meet the operational objectives of the team

- Monitoring daily dashboard / daily huddles/weekly SLA review with the team.

- Ensuring internal operations to have consistent compliance with SLAs, policies, procedures, standards, other protocols and execute them in a way to achieve or exceed KRA / KPI scorecard and other performance metrics

- Implementing career development and succession plan for the direct reports and team members in order to ensure sustainable employee engagement and motivation within the team

- Responsible for employee behaviour, morale, absenteeism & attrition

- Recruiting, Interviewing and Hiring as necessary. Managing staff shifts for day/night and weekend coverage