Manager - Cape Town Region
EXL
JOB DESCRIPTION Performance parameters • Acquiring expertise on different document type (ID/DL/Passport/Visaetc.) for more than 200 countries • To check and verify customers' credentials and feed them correctly in database • To identify and highlight fraudulent/fake/forged documents • To meet Service Level Agreement, AHT and quality targets • To report any bug or issue in CRM • Participate in ideation workshop and share improvement ideas • Adaptable to learn new document type, process, concept and skills • Ensure adherence to process guidelines as per agreed quality standard on all SOPs • Ensure that the assigned targets are achieved as per agreed SLA • Ensure adherence to Company Policies and Procedures • Should be flexible to work in a 24/7 environment • Employee Satisfaction, people development and morale. • Process performance - as per KSFs over the month. • Attrition within target levels • Improvement in quality and productivity • Customer Satisfaction Any other essential function that may occur from time to time as directed by the Supervisor QUALIFICATIONS Education Requirements Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education. RESPONSIBILITIES Role/Responsibility • Manage teams and ensure quality and productivity targets are met • Develop strategies on the floor for reducing attrition and improving employee satisfaction • Documented monthly performance review of Assistant Managers • Conduct quarterly and annual appraisals of agents and Assistant Managers and consequently make development plans for them • Mentor Agents and TLs for their growth and development • Drive reward and recognition activity on the floor. • Drive process improvement activity on the floor using Process Excellence methodology. • Review Performance of the KPIs on a near term basis and develop plans for improvement in performance. • Stay in touch with the Client at the Process Owner level on regular basis to review progress. • Ensure compliance with internal policies and procedures, external regulations and information JOB DESCRIPTION Performance parameters • Acquiring expertise on different document type (ID/DL/Passport/Visaetc.) for more than 200 countries • To check and verify customers' credentials and feed them correctly in database • To identify and highlight fraudulent/fake/forged documents • To meet Service Level Agreement, AHT and quality targets • To report any bug or issue in CRM • Participate in ideation workshop and share improvement ideas • Adaptable to learn new document type, process, concept and skills • Ensure adherence to process guidelines as per agreed quality standard on all SOPs • Ensure that the assigned targets are achieved as per agreed SLA • Ensure adherence to Company Policies and Procedures • Should be flexible to work in a 24/7 environment • Employee Satisfaction, people development and morale. • Process performance - as per KSFs over the month. • Attrition within target levels • Improvement in quality and productivity • Customer Satisfaction Any other essential function that may occur from time to time as directed by the Supervisor QUALIFICATIONS Education Requirements Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education. RESPONSIBILITIES Role/Responsibility • Manage teams and ensure quality and productivity targets are met • Develop strategies on the floor for reducing attrition and improving employee satisfaction • Documented monthly performance review of Assistant Managers • Conduct quarterly and annual appraisals of agents and Assistant Managers and consequently make development plans for them • Mentor Agents and TLs for their growth and development • Drive reward and recognition activity on the floor. • Drive process improvement activity on the floor using Process Excellence methodology. • Review Performance of the KPIs on a near term basis and develop plans for improvement in performance. • Stay in touch with the Client at the Process Owner level on regular basis to review progress. • Ensure compliance with internal policies and procedures, external regulations and information
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