Service Delivery Ops Specialist

Job Description

• Manages staff assignment based on business needs/capacity and builds capacity through resource planning and cross-training
• Coaches team members on proper handling of transactions
• Execute existing DR/BCP plans of the team
• Execute/deliver output based on the project plan during migrations
• Identifies staffing requirement and is involved in the hiring process ensuring suitably skilled individuals are hired
• Manages and develops resources to take key positions such as Supervisor/Team Leader, Quality Auditor or Trainer. Executes career development plans for direct reports
• Takes ownership in resolving and managing end-customer issues and negotiations           
• Manages internal updates/communication within the unit            
• Enforces compliance to company policies and effect disciplinary measures on violations 
• Initiate and implement process improvements
• Leads projects/tasks that may be assigned from time to time