Manager

About the role

This position reports to the Senior Manager / Assistant Vice President and is responsible for overseeing the day‑to‑day operations of a team to ensure that all service level agreements (SLAs) and key performance indicators (KPIs) are consistently met. The role involves regular interaction with clients to address questions and resolve issues related to service commitments.

Key responsibilities

• Manage team performance and operational processes to achieve agreed SLAs and KPIs.
• Serve as the primary point of contact for clients regarding service‑related inquiries and issues.
• Coach, train, and develop supervisors and senior executives to enhance leadership capabilities.
• Implement and promote initiatives aimed at retaining both clients and employees.
• Monitor operational metrics and generate reports for senior leadership.

Required profile

• Proven experience in managing teams and operational performance.
• Strong communication skills for client interaction and internal coaching.
• Ability to analyze performance data and drive continuous improvement.
• Leadership mindset with a focus on employee development and retention.

Required skills