Leadership/People Management

• Lead, and promote culture of teamwork, innovation and excellence in customer service
• Develop, implement and drive clear performance objectives for all team members providing coaching and regular feedback on their performance against objectives.
• Develop, Execute and monitor the goals and objectives of the organization and department.
• Monitors and reviews progress and accuracy of work, directs efforts towards achieving agreed performance metrics and provides technical guidance on complex issues.
• Identify and manage opportunities for development across the team and implement development plans to grow people competency and capability.
• Conducts periodic appraisal and required follow up in accordance to the work delivery and output, following the policies of the company.
• Attend and contribute to leadership meetings and other related project development of the company
• Understand, and execute accordingly the company policies and regulations as well as management decisions
• Support and trust in management and with the decision
• Ensure understanding, collaboration, execution and cascading of HR policies to the team members
• Participate in the recruitment cycle within the scope of area.
• Responsible for welcoming new joiner including program/plan for introduction and relevant training
• Lead by example, adhere to a personal conduct which wins respect of business connections, colleagues and others during or in connection with work

Relationship Management

• Build, Develop and maintain effective working relationships with counterparts/stakeholders to ensure a thorough understanding of the business and its support requirements.
• Showcase good interpersonal working relationship and effective communication line within colleagues and management
• Ensure communication of tasks and project concerns to client(s) and/or management are clear
• Ensure effective communication within the respective team, in terms of policy development, regulation and implementation
• Develops an understanding of operational requirement and plans in order to ensure the approach and advice is aligned.
• Ensures appropriate communication and feedback with team members through regular individual and team meetings
• Ensure effective positive working environment despite challenges and uncertainties while maintaining high degree of service and integrity

Service Delivery

• Contribute to developing and distributing the procedures and tools specific to the discipline.
• Manages the delivery of high-quality services and ensuring the team is working together to meet service delivery expectations, in compliance with Company’s requirements and objectives.
• Act as the subject matter expert for the team and clarify their process related queries
• Ensures quality and efficiency of own work deliverables
• Perform and take accountable of own tasks in Service Desk cases, resolution and service ticket management and other related Service Desk work.
• Manage team’s utilization, and task distribution and accomplishments.
• Responsible in ensuring operational schedule adherence by monitoring and managing appropriate workforce planning and schedules.
• Participate in preparing and evaluation on workload management, service level agreement (SLA) achievement including quality and process efficiency.
• Responsible in submission and coordination of status report(s) and/or other required report by the immediate supervisor/management
• Contribute to process improvements.
  Maintain the company business software (upgrades, security, licenses)
• Contribute to the growth of the company, thru development of program interventions and participating in company authorized program and or/business driven requirement
• Perform other related tasks that may be required from time to time.