Assistant Manager

Responsibilities

• Translate account-level targets into daily, weekly and monthly team plans, capacity requirements and queue priorities • Allocate work, balance volumes, manage rosters and ensure coverage for critical activities and business continuity • Review dashboards for volume, productivity, quality, ageing, exceptions, queries and payment readiness; act on adverse trends • Own first-level operational escalations and ensure timely communication, action logs and closure evidence • Conduct performance coaching, one-to-ones, skill assessments, role readiness, succession and cross-training plans • Ensure adherence to SOPs, approval matrices, segregation of duties, payment controls and maker-checker requirements • Lead root-cause analysis and corrective/preventive actions for errors, missed SLAs, duplicate payments and audit findings • Validate team reporting and provide concise performance narratives for operations governance • Partner with quality, training, transformation and technology teams to improve standardisation and automation adoption • Support recruitment, interviews, onboarding, probation reviews and employee engagement activities • Maintain risk, issue, action, dependency and training trackers for the assigned scope • Act as deputy to the operations manager for governance, client calls and peak-period delivery