Informacje o stanowisku

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1. Drive on-time, accurate and quality service delivery within agreed upon SLA frameworks;
2. Establish and review Key Performance Indicators and ensure that these are aligned with Service Level Agreements;
3. Manage budgets for all assigned processes;
4. Own operational adherence to internal procedures and controls, and compliance with internal and external regulatory standards;
5. Provide strategic operations planning and implementation inputs for corporate business plans;
6. Develop & monitor key indicators that will help track and control process capabilities and ensure productivity enhancement;
7. Develop tools & techniques to mitigate cost of bad quality;
8. Recruit the appropriate resource base to deliver client processes within agreed SLAs;
9. Build and optimize capacity models to handle peak volumes in a multi-site / shift scenario with a view to balance service and costs;
10. Manage escalated service and contractual issues;
11. Lead, implement and deliver process improvement projects;
12. Liaise with the R&C/BC team for disaster recovery and business continuity planning;
13. Establish a culture of continuous improvement and encourage the identification, evaluation and implementation of improvement opportunities;
14. Co-ordinate with the Capita senior management team to support new bids;

Work closely with Capita Onshore team & the transition team to achieve seamless migration of the processes.

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