Your key accountabilities will be;

• Ensuring department policies and procedures are always followed and that correcting actions are taken in respect of reported events, discrepancies, or inaccuracies
• Delivering of a range of business-critical processes
• Optimizing the use of resources to successfully meet and exceed challenging SLAs
• Meeting targets relating to people development, running costs, service quality and overall productivity of the department
• Establishing High Performance Organization standards through the effective use of Performance Development standards and measurements (including where appropriate Disciplinary, Capability and Grievance procedures)
• Aggregating impacts of daily BAU volume demand and resource management to achieve success, whilst also expected to support change requirements as required
• Developing a culture of continuous improvement within the department
• Placing the Client at the heart of the operating model, ensuring that only value add services are provided
• Developing scalability and volume insensitivity, aligning the department to both the Product team and Clients needs
• Accountable for the production and maintenance of process documentation
• Managing technology performance and issue escalation
• Developing and implement strategic change initiatives to improve Client service and/or reduce operating costs

Education

Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)