
Operational Support Specialist
1 day ago
The Operational Support Specialist plays a pivotal role in ensuring seamless team operation.
Key Responsibilities:
- Team Management: The incumbent should have experience in managing teams and be able to handle conflicts effectively.
- Process Adherence: Ensure that all team members adhere to documented processes, procedures, and controls.
- Collaboration with Support Units: Collaborate with other support units in Home Office, such as Operations, Products, Actuaries, Finance, Admin, and IT, to address team issues and resolve them promptly.
- Publication of MIS Reports and Dashboards: Publish regular Management Information System (MIS) reports and dashboards to track team performance.
- WIP Task Management: Manage Work-in-Progress (WIP) tasks efficiently to ensure timely completion of projects.
- MBR Report Preparation: Prepare the Monthly Business Review (MBR) report to provide insights into team performance.
- Team Activity Monitoring: Monitor team activity daily and address any issues that may arise.
Performance Metrics:
- Customer Satisfaction Scores: Maintain high customer satisfaction scores.
- Agent Satisfaction Scores: Ensure that agents are satisfied with their work environment and support.
- TAT of Customer/Agent Query Resolution: Meet the defined Service Level Agreement (SLA) for resolving customer and agent queries within stipulated timeframes.
- 100% Compliance to Standards: Maintain 100% compliance to company standards and policies.
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