Job Description:Manages processes based on established performance standards, service & quality levelsImplement full adherence to existing tools used to measure performance (Productivity; Efficiency; Quality; Attendance; etc.)    Manages staff assignment based on business needs/capacity and builds capacity through resource planning and cross-trainingCoaches team members on proper handling of transactions Execute existing DR/BCP plans of the teamExecute/deliver output based on the project plan during migrationsIdentifies staffing requirement and is involved in the hiring process ensuring suitably skilled individuals are hiredManages and develops resources to take key positions such as Supervisor/Team Leader, Quality Auditor or Trainer. Executes career development plans for direct reportsTakes ownership in resolving and managing end-customer issues and negotiations    Manages internal updates/communication within the unit    Enforces compliance to company policies and effect disciplinary measures on violations    Initiate and implement process improvementsLeads projects/tasks that may be assigned from time to time