Responsible for day-to-day operations of the Processing Team including ownership of leadership distro emails
Develop, update, and ensure adherence to Standard Operational Procedures and other training documents
Effective queue management for the processing team with an emphasis on ticket prioritization based on deadlines and projected completion times.
Customer/client escalation management and resolution, including email correspondence ownership, issue resolution, and post-resolution action items.
Partner with all client delivery teams to understand team/client challenges and ensure the Processing team makes proper adjustments to alleviate challenges/issues.
Identify training needs, knowledge gaps, and upskilling needs and manage the training of the team
Appropriate management of underperforming employees
Prepare Reports and dashboards for various stakeholders
Active involvement in hiring and training of new team members
Conduct refreshers for existing team members
Regular review of team utilization and time entry compliance to ensure the team is managed toward utilization target and time compliance is >90%.
Ensure participation in various stakeholder connects by ULX Processes
Partnership with the QA team to help identify quality issues, process gaps, and team performance challenges
Monitor and communicate SLAs, KPIs, team goals, and performance metrics
Manage team engagement including the development and implementation of a strategy to retain talent
Supervise the delivery of projects including turnaround times and quality
Escalation point for the team and the shift
Optimize infrastructure to ensure smooth operations and avoid breakdown
Manage performance evaluation and mentor the team members
Stay up to date regarding the litigation applications market and offerings by competitors
Manage 24x7x365 support operations ensuring that all customer issues are prioritized, triaged, and resolved as effectively as possible by SLAs.