Job Description
- Assign, prioritize, and monitor daily workflows to ensure balanced capacity utilization, timely completion of tasks, and adherence to turnaround time and SLA commitments.
- Track and manage SLA performance by identifying delivery risks, addressing volume or capacity constraints, and escalating issues to ensure service continuity.
- Serve as first-level escalation point for non-standard or complex cases, resolving issues within authority and escalating high-risk items appropriately.
- Review workflow outputs for accuracy and completeness by validating data, identifying error trends, and enforcing documentation and quality control standards.
- Ensure compliance with SOPs, governance requirements, and control frameworks by implementing preventive measures and supporting internal or client audits.
- Utilize workflow systems and operational tools to review transactions, address basic system or queue-related issues, and coordinate escalations wit...
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