You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Eligibility:

Should have completed at least 18 months of continuous service at SLGS and last 12 months in the same team/ roleThe candidate should not have been on a performance improvement plan/action plan during the last 6 monthsCandidate should not have received any warning letter in the last 6 months and No COBC warning letter in last 12 monthsRecent appraisal rating of 3 or above and minimum 24 months at Band 5.1 OR recent appraisal rating of 3 or above at Band 5.2

Skill/Competencies:

Analytical ability to evaluate data trends and performanceProficient on MS Excel and decision-making ability supported with dataMulti-tasking capability and Customer service focusAble to manage multiple priorities and conflicting deadlinesAbility to work in an environment of multiple priorities and conflicting deadlinesExhibit people management and leadership skillsAbility to assess staff strengths and developmental needs and deliver motivating feedback to have staff thrive and growAbility to build strong relationships with others across business functionsExcellent communication skills and demonstrate problem solving abilitiesAbility to “think on your feet”

Drive Process improvement experience using a methodology

Responsibility:

Client SLA results and daily performance monitoringEmployee Engagement, Development and RetentionResource planning (Workload allocation, Leave planning etc.)Implement operational improvementsResponsible for all process documentation (SOPs/Operating instructions)Responsible for maintaining process MIS and AttendanceUnderstand the process, its work types and applicationsAct as a BCP LeaderCreate and share various reports with team, ASCI Management & Leadership team regarding process performance and KPIsCreate an environment of innovation and creativity that leads to continual process and service standardsHelp staff assess their career objectives and developmental needs in achieving those objectivesDevelop team’s capability by completing Quality/Accuracy checks, giving performance feedback to employees to increase team capabilities and production levelsDevelop contingency strategies and plans for staffing changesProduction support/ Quality check as and when required

Job Category:

Customer Service / Operations

Posting End Date:

26/02/2025