Operation Team Lead

Your responsibilities include but are not limited to:

• Consistently meet or exceed SLAs
• Maintain a High Level of Core performance delivery, ensuring full implementation of documented policies, procedures, and best working practices
• First escalation point on process issues
• Address any people issues actively, and maintain a high team morale overall
• Staffing, training, development, mentor team in times of need.
• Identify any Operations Centre activity that may be foreseen as a risk/issue to successful process execution and take steps to mitigate the risks/issues.
• Perform root cause analysis in case of escalations and take steps to improve the robustness of the process
• Ensure audit readiness of all documents.
• Contribute to contract profitability through efficient management of resource and expense.
• Assume additional responsibilities as assigned by reporting manager.
• Managing operations of Helpdesk including support client procurement applications and Supplier Enablement processes.
• Directing and coaching the team of Helpdesk Agents on a need basis towards meeting customer expectations
• Ensure Customer and Stakeholders Satisfaction.
• Identify and mitigate any risks/issues that are foreseen as potential bottlenecks to the Helpdesk process.
• Participate in periodic internal reviews and resolve any issues relating to business controls guidelines.
• Execute operational plan to ensure all client SLAs are consistently met/exceeds.
• Provide thought leadership to the team.