TA Ops SME - CHN

Act as a Subject Matter Expert supporting both the team and the team leader. Provide ongoing quality monitoring and coaching in order to improve the team s performance and actively seek improvements to satisfy our customer needs.

Core Duties and Responsibilities

• To ensure both new recruits and experienced team members are appropriately trained, coached and motivated so that their individual and collective performance meets the current and future performance of the business.
• Deliver training in accordance with business ang regulatory requirements in line with the Training Schedules in addition, also provide a structured coaching and support mechanism for new recruits whilst in the Academy environment.
• Analysis of key quality date to establish coaching priorities across team.
• Act as a point of reference for the team.
• Take ownership of resolution of any risks or issues identified and ensure Team Leader is fully aware of any ongoing issues.
• Work alongside the UK, US and Amsterdam operational team to ensure communication and operations are aligned.
• Ensure that the operational unit works to support our quality policy, information security policy and all aspects of our Integrated Management System.
• Support the team deliverable by undertaking a range of roles and tasks when required.
• Pursue personal development of skills and technical knowledge to adapt to the changing business environment.
• Your breaks will be scheduled and you are expected to comply with them, to ensure the process is always within Service Level Agreements.
• Your business shift hours and holiday calendar will be aligned based on your project allocation, ie UK or US.
• Achievement of agreed service standards. Motivation and efficiency of team members.
• Development of knowledge, competence and skills of self and team.
• Adherence to procedures, policies and Integrated Management System requirements.
• Quality of recommendations for continuous improvement.
• Effectiveness of change management and communication.
• Effective communication with team stakeholders.

Competencies and Experience

Benefits :

Role :   Subject Matter Expert

Industry Type :   Financial Services

Department :   Customer Success, Service & Operations

Employment Type :   Full Time, Permanent

Role Category :   Operations

Education

UG :   Any Graduate

PG :   Any Postgraduate

Skills Required

service level , remediation , Bpo, Change Management, Information Security, Subject Matter Expert, Information Technology, Operations, Continuous Improvement