Key responsibilities include:

• Monitor daily / weekly / monthly performance on key operational metrics and undertake timely interventions to ensure that service-level agreements are met
• Conduct Monthly / Quarterly Performance Reviews for service partner(s)
• Identify gaps / challenges / opportunities in existing processes, and propose and undertake appropriate solutions / initiatives to address these
• Provide guidance / advice / approvals to the Operations Team on case handling / escalations

Requirements

• Degree in any discipline
• Good interpersonal, communication, and negotiation skills
• Customer-centric and service-oriented
• Ability to make timely, well-reasoned judgements amidst some level of ambiguity
• Ability to multi-task and operate in a fast-paced environment 
• Strong leadership skills and team player