• Conducting quality audits of work completed by the Offshore Team.
• Managing the transition of new clients.
• Overseeing dashboard and operations metrics to ensure compliance with SLAs.
• Prioritizing and addressing defects in collaboration with the IT Team.
• Allocating work and monitors daily pending work status.
• Handling escalation management and root cause analysis of issues.
• Managing internal projects, including annual enrolments and audits.
• Planning and managing workloads, empowers the team, and serves as an escalation point for risks.
• Focusing on driving customer and client satisfaction through strong relationships.
• Proactively managing resources to align with business deliverables and financial targets.
• Cultivating relationships and provides career and development coaching to team members.