Job Description

• To implement operational policies, procedures and processes for impacted business and / or functional areas to mitigate risk and / or improve operational efficiencies
• Manage costs / expenses within approved budget to achieve cost efficiencies
• Deliver exceptional service that exceeds customer’s expectations through proactive, innovative and appropriate solutions
• Enable Business Unit service delivery through implementing systems and processes to improve service and implement quality systems and metrics for measuring service levels and satisfaction
• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members
• Engage with the customers in a professional way as specified in the service standards and ensure customer’s needs and expectations are understood in dealing with People Processes
• Implement and coordinate strategic goals and execute relevant projects / initiatives aligned to strategic objectives with specific performance measures and control systems to track progress
• Comply with governance in terms of legislative and audit requirement through Governance – development, monitor and maintain and ensure compliance in the business
• Identify report and mitigate operational risk at a product, process and/or channel level within a business unit
• Drive of operational efficiencies and an ultimate delivery of superior quality customer experiences and improve operational processes and procedures on an ongoing basis and monitor that workflow achieves operational requirements
• Attending to Operational matters with regards to the business unit projects
• Assume accountability for all operations responsibilities in the team, including all infrastructural, compliance and system requirements
• Monitor Fraud Prevention and Payout of Product under control for business
• Ensure development of operational practices and procedures of the business to coordinate the day-to-day workflow in and out of the business to meet schedule by developing methods to measure department performance