Introductory market language

Take a lead role in acquiring, managing and retaining meaningful relationships that deliver outstanding experience to our customers

Job Summary:

As a Transaction Manager within our operations team, you will take a lead role in acquiring, managing, and retaining meaningful relationships that deliver an outstanding experience to our customers. Your primary responsibility will be to manage the day-to-day operations, requiring strong people management skills along with managing key business deliverables. You will also assume the responsibilities of a shift manager, managing large teams and coordinating closely with other client operations sites to ensure business goals and objectives are met.

Job Responsibilities:

•    Provide overall supervision / leadership to the staff during the shift operating window.  
•    Monitor and report shift and site performance. 
•    Review staffing and volume trends to ensure the optimal capacity plan is in place. 
•    Develop an environment of continuous focus on productivity and quality. 
•    Constant and regular review of processes and performance with focus on improving departmental competency / performance rating. 
•    Identify business knowledge gaps and ensure everyone has ownership of deliverables. 

•    Constant and regular review for direct reports.  Set expectations with direct reports, regarding positive motivation and leading through accountability.  Develop and lead a team that is responsive to dynamic organizational and operational changes. Foster and champion High Performance Culture where people are empowered to make decisions that affect the work/environment.

Required qualifications, capabilities and skills 

Qualified professional (Graduate or higher) with a minimum of 6 years experience in Operations/ Data Capture/ Cheque Processing / or any graduate with a higher vintage and strong team management experience in similar environment.  Strong Interpersonal skills to be able to communicate internally & externally and at all levels. Excellent written & oral communication skills in English. Ability to use creative problem solving techniques to solve business issues. 
Strong project management and analytical skills with working knowledge of Excel, PowerPoint, and Word. Experience of working / partnering with Risk, Audit and Compliance to ensure that the overall organizational objectives are met
Ability to work overtime as needed and be flexible on work schedule (24/7 work environment) Experience and a strong working knowledge of various aspects of Operation Management.