Responsibilities

• Lead a team of 12 to 15 associates.
• Ensure team members are compliant when responding to client questions and/or working on data quality sampling.
• Work on workflow analysis, management, monitoring, and resource allocation as daily operational activity.
• Plan resource requirements and develop back-up and succession plans.
• Creating an environment of consistent improvement, motivating the team to perform at a higher efficiency and foster a culture and initiatives that focus on team building and unity.
• Manages the performance review process, talent development and talent management processes of the team.
• Present and execute ideas for improving overall departmental processes, procedures, and tools.
• Continuously implement and innovate techniques to maximize productivity.
• Ensure clear and seamless communication across levels and teams.
• Manage workflow of client questions and/or data quality sampling independently.
• Proactively looking for areas to improve overall client experience.
• Motivate team to proactively look for procedure/ audit suggestions.
• Assist in on-going projects, and in any UAT being conducted by adhering to timeliness, accuracy and excellence.
• Be the advocate of the voice of customer and report key insights/trends.