Key Responsibilities:
Operational responsibility
•Handle critical operation tasks: such as exceptional handling and critical assignments
•Performance reports/dashboard: to monitor and enhance team performance and balance capacity
•Be the first escalation point for operational issues and coach team members in problem solving, implement action plan.
•Sustain team performance at high service level, eliminate cost due to service failure
•Drive the continuous improvement mindset and activities in team. Seek and support for initiatives in team.
•Maintain good collaboration level with stakeholders.
Leadership responsibility
•Training and follow up junior members.
•Enhance team members capability and productivity.
•Provide performance coaching and development coaching to members.
•Promote an environment of ownership, efficiency, continuous improvement and engagement.
