Business Support Team Supervisor

Principal Duties/Responsibilities:

Process & Stakeholder Management:

• Deliver/ Manage KPI's and metrics in line with the prescribed targets
• Prioritize and organize work according to business priorities.
• Develop an in depth understanding of the technical aspects of the process.
• Driving process improvements within team for improved efficiency, quality, client experience or better risk controls
• Periodic review of process risks and ensuring adequate controls are in place.
• Meeting with stakeholders to discuss process related challenges and opportunities
• Work with relevant stakeholders for effectively resolving escalations.
• Leading projects / tasks E2E in coordination with onshore stakeholders
• Manage/Approve mandatory quality checks for the team.

Resource Planning:

• Forecasting and planning of resource requirements
• Manage resources efficiently through peaks and troughs in the business cycle.
• Ensure contingency planning is in place for critical resources

People Management / Development:

• Setting appropriate goals & expectations for the team and conducting regular progress reviews.
• Work closely with individuals and groom them to their full potential.
• Assessing and developing competency levels to make sure team members have the expertise needed to add value to the business.
• Proactive identification of performance issues. Creating action plan and coaching them to improve performance.
• Conduct 1-1 and team meetings in line with Operational Engagement Framework.

Managing attrition and absenteeism in the team.

Top 5 Competencies

• Focusing on Clients
• Working in Teams
• Driving Excellence
• Influencing Stakeholders
• Developing Talent

Required Qualifications, Skills, Knowledge, Experience:

Qualifications:

• Any Graduate / Postgraduate

Skills:

• Excellent verbal and written communication skills.
• Good Interpersonal skills
• Good Analytical skills

Knowledge:

• Good understanding of Accounting & Insurance Principles preferable