Responsibilities:

·        Motivate and strategize how the team will meet efficiency, productivity and consistency targets.

·        Ability to understand the Critical To Quality parameters that affect the process and work on them.

·        Perform twice a month check-point on the analyst`s performance using scorecards as a point of discussion

·        Chart a career development plan for the analysts and provide guidance on how to achieve personal and career goals

·        Elevate and escalate red flags to management on a duty of care perspective

·        Ensure that team schedules are communicated; leave requests are attended to and team attendance is monitored. Chronic absentees should be managed.

·        Guarantee that base operational expectations and information security policies are enforced

·        Identify improvement opportunities in workflows and suggest solutions. Create a culture of innovation

·        First point of escalation and clarification on HR-related matters and concerns

·        Course correct non-performing metrics and analysts through root cause analysis and solid action planning

·        Execute administrative functions inside the team (i.e. time report reviews) and HR disciplinary actions (if needed)

·        Ensure that SMEs are performing their duties and responsibilities

KEY QUALIFICATIONS/SKILLS · Diploma or Bachelor’s Graduate with 4-6 years of work/industry experience, preferably with 1 year experience in leading a team. · Ability to motivate teams and rally the group toward organizational goals · Excellent oral and written communication skills. · Strong knowledge of cultural context in the user countries supported · Good knowledge of language of the countries supported is an advantage · Analytical frame of mind. . Passion for learning and problem solving. Other skills ·  Accurate and efficient with very good organizational skills and ability to manage tasks simultaneously. ·  Adaptable to learn new processes, concepts, and skills. ·  Demonstrates the ability to work as part of a team adding positive attitude and business focus ·  Ability to work in a fast-paced work environment ·  Enjoying challenging opportunities ·  Ability to communicate in a dynamic environment throughout all management levels ·  Ability to solve urgent matters and work under pressure ·  Reliable, proactive approach to entrusted tasks Working Conditions ·  Moderate to no travel depending on project involvement ·  Cyclical work shift including work hours at night ·  Overtime may be required  ** Please submit English Resume when applying