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National Manager for Backend Process Management

Seeking a National Manager for Backend Process Management to lead, optimize, and innovate our critical operational frameworks

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Job brief
  1. Develop and implement strategiesto streamline and optimize backend processes on a national level.
  2. Oversee the day-to-dayoperations of the backend process management team, ensuring efficient andtimely completion of tasks.
  3. Lead a team of processsupervisors and associates, providing guidance, coaching, and performancefeedback.
  4. Establish and monitor keyperformance indicators (KPIs) to evaluate team and individual performance,taking necessary actions to improve productivity and quality.
  5. Collaborate withcross-functional teams, such as operations, IT, and quality assurance, toidentify process gaps and implement solutions.
  6. Develop and maintain processdocumentation, including standard operating procedures (SOPs), workinstructions, and training materials.
  7. Conduct regular audits to ensurecompliance with organizational policies, industry regulations, and clientrequirements.
  8. Identify opportunities forautomation and process improvement, leveraging technology and best practices toenhance efficiency and accuracy.
  9. Coordinate with clients orstakeholders to understand their requirements, address concerns, and provideregular updates on process performance.
  10. Stay updated with industrytrends, emerging technologies, and best practices in backend processmanagement.
  1. Bachelor's degree in a relevantfield such as business administration, operations management, or a relateddiscipline.
  2. Proven experience (typically 8+years) in backend process management within a call centre or BPO environment.
  3. Strong knowledge of backendprocesses, including data entry, document management, transaction processing,and quality control.
  4. Experience in managing a teamand driving operational excellence, with a focus on meeting SLAs (Service LevelAgreements) and KPIs.
  5. Excellent analytical andproblem-solving skills to identify process gaps and implement effectivesolutions.
  6. Proficiency in process mappingand improvement methodologies, such as Lean Six Sigma or Business ProcessReengineering.
  7. Strong understanding of qualityassurance principles and methodologies, with experience in conducting auditsand implementing corrective actions.
  8. Effective communication andinterpersonal skills to collaborate with internal stakeholders, clients, andthird-party vendors.
  9. Ability to adapt to changingpriorities and work in a fast-paced environment.
  10. Proficiency in using processmanagement tools and software.

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