Assistant Manager

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Eligibility:

• Should have completed at least 18 months of continuous service at SLGS and last 12 months in the same team/ role
• The candidate should not have been on a performance improvement plan/action plan during the last 6 months
• Candidate should not have received any warning letter in the last 6 months and No COBC warning letter in last 12 months
• Recent appraisal rating of 3 or above and minimum 24 months at Band 5.1 OR recent appraisal rating of 3 or above at Band 5.2

Skill/Competencies:

• Analytical ability to evaluate data trends and performance
• Proficient on MS Excel and decision-making ability supported with data
• Multi-tasking capability and Customer service focus
• Able to manage multiple priorities and conflicting deadlines
• Ability to work in an environment of multiple priorities and conflicting deadlines
• Exhibit people management and leadership skills
• Ability to assess staff strengths and developmental needs and deliver motivating feedback to have staff thrive and grow
• Ability to build strong relationships with others across business functions
• Excellent communication skills and demonstrate problem solving abilities
• Ability to “think on your feet”

Drive Process improvement experience using a methodology

Responsibility:

• Client SLA results and daily performance monitoring
• Employee Engagement, Development and Retention
• Resource planning (Workload allocation, Leave planning etc.)
• Implement operational improvements
• Responsible for all process documentation (SOPs/Operating instructions)
• Responsible for maintaining process MIS and Attendance
• Understand the process, its work types and applications
• Act as a BCP Leader
• Create and share various reports with team, ASCI Management & Leadership team regarding process performance and KPIs
• Create an environment of innovation and creativity that leads to continual process and service standards
• Help staff assess their career objectives and developmental needs in achieving those objectives
• Develop team’s capability by completing Quality/Accuracy checks, giving performance feedback to employees to increase team capabilities and production levels
• Develop contingency strategies and plans for staffing changes
• Production support/ Quality check as and when required

Job Category:

Customer Service / Operations

Posting End Date:

26/02/2025