1- Internal Process:

• Liaise with other functions (Administration, Quality, WFM, Command Centre, Finance, HR/Recruitment etc.) to achieve commonly aligned goals.
• Continuously monitor, analyse and improve current processes and initiate business improvement plans to enhance operational efficiency with focus on all matrices.
• Effectively manage operations to achieve the assigned targets.
• Expand the size of assigned accounts by ensuring client delight through sustained operational performance.
• Work on a plan to achieve business growth targets set by the organization.
• Responsible for solving all operational issues.

2- people Management

• Create a work environment that motivates high performance, recognizes and rewards individual and team excellence; and encourages employee loyalty and development opportunities for the team.
• Retain and develop potential talents contributing to better service delivery and improving operations.
• Focus on development of the team and the operations. 
• Conduct performance appraisals for direct reports.
• Be involved in recruiting new team members.
• Identify successors of account supervisors and team leaders and work on their development.

3- Client Management:

• Establish and maintain strong client relationships.
• Create and adhere to a process to continuously understand and review client requirements and changes periodically and align operations to best suit client needs