Introduction:
• To work in a team environment for processing various transactions based on instructions within agreed timelines with accuracy to consistently provide a high level customer service.
• To manage a large and diverse team of Process Associates working towards pre-defined targets
• Manage day-to-day activities of the team and ensure compliance to procedures and policy guidelines, encourage and motivate advisors, develop agent skill sets and manage personal development goals for the agents.
• Assist the AVP in the maintenance of Service Level Agreements and Key Performance Indicators through effective team leadership.