Work with the client team to resolve per escalation procedures approved by client
Focus on utilization of tools and solutions for process improvement
Manage and lead team in the performance of daily, monthly, quarterly and annual activities
Interact with the client both over e-mails and conference calls as necessary
Manage and resolve customer enquiries
To ensure adherence to SLA at all times
Ensure all the activities are completed within due dates specified by client
Design and/or prepare training/instructional materials, teaching aids and devices, ensure all training activities and materials meet with relevant organizational and statutory policies
Analyze and research all discrepancies/exceptions in the process.
