About

• Essential Functions
• Process Related Tasks
• Transactions monitoring to contractual SLA’s
• Facilitates coaching and mentoring sessions with direct reports
• Collaborates with other teams and facilitate process updates
• Manages attrition and employee engagement/morale
• Manages the team to meet audit/compliance requirements
• Performs other functions like officer in charge for specific projects; Project management
• Represent the business/LOB on behalf of LAM as it applies
• Displays mastery in workflows, processes, and documentation
• Able to deliver effective coaching and feedback sessions regarding process workflow
• Able to provide Floor Support/Subject Matter Expert
• Excellent in handling of Client Escalation
• Reports Related Tasks
• Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
• Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Uses reason even when dealing with emotional topics. Exhibits conflict management skills to utilize with assisting in efficient and effective resolutions.
• Speaks clearly and persuasively in positive or negative situations; Responds confidently to questions; Participates in meetings. Promotes communication, both internally and externally to enhance effectiveness of research.
• Expresses expectations and give appropriate feedback to staff to ensure work metrics are met, staff development is supported, training and education are provided for individual performance and compliance.
• To maintain max efficiency, delegates tasks to staff according to skill, scope, and job descriptions.
• Cultivates a positive work environment dynamic.
• Collaborates within and across business departments.
• Remains flexible with day-to-day practices to meet necessary changes and direction for the business needs.
• Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Follows policies and procedures; Completes administrative tasks correctly and on time.
• Other tasks as assigned
• Conducts Weekly and Monthly Business Reviews
• Attends Learning Development Training, Townhalls etc.
• Primary External Interactions
• Lead Assistant Manager, Operations Manager, Assistant / Senior Assistant Vice President, Vice President, for the reporting, settling unresolved issues and escalation Lead Assistant Manager, for reporting performance, escalation handling, clarifying concerns, seeking support and monthly evaluation of performance
• Associates, for the purpose of up-skilling them on process-related updates, coaching, mentoring & providing assistance and support when required
• Subject Matter Experts / Trainers, for the purpose of coordinating additional coaching that may be required for certain service level metrics Quality Analyst for the purpose of feedback and audit