Informacje o stanowisku

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Responsibilities:

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