- Manage multiple teams and ensure high performance across all sub-processes.
- Build and maintain robust client relationships, ensuring alignment with business goals.
- Drive continuous improvement initiatives to enhance productivity and reduce costs.
- Oversee resource planning, hiring, and capacity management.
- Compliance with contractual obligations, internal policies, and external audits.
- Process health, risks, and opportunities
- Strategic projects such as automation, process transformation, or new tool implementation
- 15 Year + Experience in OTC
Key Responsibilities
1. Co-Ordination With Onsite Track Leads And Engaging With Customers
2. Ensure Process Effectiveness And Continual Service Improvement
3. Managing Cost Of Providing Service Within Budgeted Levels
4. Managing Risks And Escalating Appropriately To Sr Management
5. Managing Support Operations To Agreed Slas
6. To Lead, Guide And Coach The Team