Continuously utilize opportunities to standardize, centralize material and administration and implement best practice standards across Risk Ops.
Generate and analyse reporting to identify gaps and improvements.
Prepare and present necessary information on portfolio to provide visibility and identify opportunities.
Collaborate and work closely with Risk Ops and other departments across the organisation to facilitate all areas of responsibility.
Support Project Management and Transformation teams as Subject Matter Expert on technology and operations implementations and operations and process initiatives and projects within Risk Ops.
The day-to-day activities:
Functional- Able to communicate professionally and promptly on all escalation via slack / email / tickets. Work under minimal supervision. To champion all Training and Quality initiatives and standards.
Identifies adverse performance trends and patterns.
Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity.
Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
Participates in meetings and presentations or other designated special projects as assigned by department management.
Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.
Develops job aides and other tools to assist representatives in improving overall quality of interactions.
Other duties as assigned by Management.
Training - Identify and conduct training needs analysis across Risk Ops.
Own, design, develop, maintain and periodically review Risk Ops training requirements, training delivery materials and content, templates, associated logistics, scheduling and administration activities across all Risk Ops functions for all supported lines of business and activities.
Conduct Training for new and existing staff including but not limited to; Compliance, Customer Service & Sales skills, Product, Systems and Role Play training.
Design and develop initiatives related to the new-hire, refresher, and staff development and training needs, recommend appropriate learning and job support solutions.
Provide expertise and support related to instructional/informational design and development, appropriate content treatment and media, and effective delivery strategies.
Identify, streamline and source relevant information to enhance content, delivery, user interface and experience.
Close knowledge gaps with an aim to lower handling time, improved first contact resolution, higher customer satisfaction and experience and improved sales conversion and retention.
Quality Assurance & Management - Use quality monitoring data management system to compile and track performance at team and individual level.
Monitor completion of Quality Assurance Close Loop (Audit - Coaching - Remediation - Tracking).
Analyse Quality Assurance trends and work with Operations and other units for Continuous Improvement.
Where necessary for calibration and coverage, conduct transaction monitoring against quality criteria and standards, perform required coaching and close loop management of assessed transactions.
People - Able to provide floor support and referral to all Executives.
Monitor staff adherence in absence of Line Manager.
Motivate, guide and support all executives in line with Grab Principles.
The must haves:
MS Office, Professional email etiquette, quality audit, coaching & training.
Able to converse in English well, written and Oral, well versed with SOPs and Overall process. Able to provide constructive assistance to new hires and all agents.
Overall experience : Achieved KPIs , including work quality, deliverables in OKR and adherence.
