Job Summary
Provide permanent and immediate assistance to agencies in operational matters, focusing on the continuous improvement of processes, resolution of day-to-day difficulties and concerns, ensuring monitoring and compliance with Policies and Procedures, which may be due to lack of training or non-compliance domain of processes/systems and, consequently, improve the quality and TAT of customer service, thus providing a better experience.
Job Description
- Ensure periodic review/update of the Operations Manual, issuance of Circulars and Communications on Operational processes and their alignment with current Policies and Standards;
- Evaluate the branches’ current operating processes, design and propose plans for improvement/simplification;
- Forward letters received from BdM through Compliance and from the Courts through Legal to the agencies and ensure their resolution within the stipulated period;
- Instruct and monitor the implementation of recommendations contained in Forensic reports on agency fraud;
- Instruct and monitor the implementation of the auditors’ recommendations/findings and their regularization within the established deadlines;
- Manage process reengineering projects and participate in others linked to the branches’ operational processes;
- Propose and monitor the execution of optimization/rehabilitation projects for agencies under the BOP and/or minor repairs;
- Monitoring of the complaints resolution process and compliance with the SLA with the branches;
- Implementation and monitoring of COVID-19 prevention measures, including vaccination and management of registered cases; Management of WFH and WFO groups at Channell Department level, including assignment of data and computers;
- Design, alignment and approval of the agencies’ Operational Mandates;
- Search for solutions to pending and escalating situations;
- Understand, update and apply the relevant governance procedures and compliance rules for agency activities;
- Follow up on other activities and tasks assigned to you.
Education
National Diplomas and Advanced Certificates: Business, Commerce and Management Studies (Required)
HOW TO APPLY?
To apply, access the following link:
