Back Office Assistant Manager, City Centre, Cape Town. Performance parameters.

Acquiring expertise on different document types (ID/DL/Passport/Visa etc.) for more than 200 countries. To check and verify customers' credentials and feed them correctly in the database. To identify and highlight fraudulent/fake/forged documents. To meet Service Level Agreement, AHT, and quality targets. To report any bug or issue in CRM. Participate in ideation workshops and share improvement ideas. Adaptable to learn new document types, processes, concepts, and skills. Ensure adherence to process guidelines as per the agreed quality standard on all SOPs. Ensure that the assigned targets are achieved as per the agreed SLA. Ensure adherence to Company Policies and Procedures. Should be flexible to work in a 24/7 environment. Customer Satisfaction - as per agreed Key Success Factors. Process performance as per agreed KFC. Attrition - as per agreed KFC. Quality and Productivity Improvement. Level of subject matter expertise  To be able to support team queries. Any other essential function that may occur from time to time as directed by the Supervisor.

Role/Responsibility: Upskill and manage KPI performance at an hourly/daily/weekly/monthly level. Manage teams and ensure customer satisfaction, quality, and productivity targets are met. Motivate team members and control attrition. Complaint and escalation management. Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements. Provide coaching and feedback to team members to enable them to improve their performance. Assist new hires such that they are productive on the floor in the shortest possible time frame. Client Interaction, where required  Daily/Weekly/Monthly. Ensure compliance with internal policies and procedures, external regulations, and information security standards. Collect and provide data required for various audits like GI/Internal Audit. Effectively manage queue and balancing of workloads.

Competencies  Skills: Prior Back office Experience. Knowledge of the function, process, and systems. Coaching and Feedback ability. Clear written and verbal communication. Effective operations management. Typing speed: Minimum 30 words per minute with 99% accuracy. Knowledge of different document types (ID/DL/Passport/Visa etc.) Identify and highlight fraudulent/fake/forged documents. Eye for detail. Good computer navigation skills  Values  Behavior. Output-driven mindset, determined, resilient, perseverant, and persistent. Customer Service Orientation.

Quality Orientation. Empathy for effective on-the-job coaching and feedback  Education Requirements. Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education. Work Experience Requirements. Minimum 3 years of work experience in Business Process Off-shoring. Should have at least one year of supervisory experience in the international Voice business, preferably in the UK.

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