Risk and Compliance Practitioner

Job description

Support collaboration of service delivery and interlock functions to manage risk in service delivery to an acceptable level. Help increase the level of awareness and compliance with policy and process related matters.

Query Resolution
· Attend to escalations and do a follow-up to make sure that they are closed and that the customer is satisfied.
Performance Monitoring
· Maintaining the SLA of the department with or without resource capacity.
· Drive your team to over achieve the targets.
· Accountability for non-delivery with accompanied action plans to correct non-delivery
· Make sure that agents are using GPH or productivity tracker
Process Optimisation
· Maintenance of Process Documents.
· As a SME, all processes should be mastered for the entire department to enable cross-utilisation
· Input in Creation of Action Plans as SME's
Effective People Management
· Running the floor to make sure that agents are working optimally.
· Managing the performance of the team and having regularly 1:1 session to understand poor performance
· Staff allocation daily/weekly/monthly
· Manage disciplinary issues and absenteeism - regular updates on corrective/disciplinary action taken
Reporting
· Weekly updates of teams
· Communication with and among team – Inform systematically of any issue or any plan which cannot be respected
· Follow-up and accurate feedback on automation
· People Management
· Process Improvement
· Risk Management
· Statistical Analysis and Reporting

Desired profile

Qualifications :

Grade 12 and relevant supervisory experience