Role Overview Lead and develop a high-performing team of Subject Matter Experts (SMEs), ensuring operational excellence, client satisfaction, and continuous improvement.
Act as a key liaison between internal teams and clients, managing resources, performance, and strategic initiatives.
Key Responsibilities Team Leadership : Set objectives, mentor SMEs, and foster a responsive, high-performing team culture.
Client Collaboration : Partner with clients to define SME requirements, manage expectations, and ensure service delivery aligns with scope.
Operational Oversight : Allocate resources effectively, monitor workloads, and drive process improvements.
Case Management : Support escalation/de-escalation of customer issues, ensuring timely resolution and minimal backlog.
Compliance