Ensure all client service activities are delivered within agreed service levels and turnaround times, while maintaining a high standard of service quality. 

Perform effective manpower and resource planning to optimize team productivity and support the achievement of KPIs. 

Partner closely with frontline staff to identify service and process improvement opportunities, and implement initiatives that enhance team capability, operational efficiency, and overall client experience. 

Foster a client-centric team culture built on trust, open communication, collaboration, and shared accountability. 

Design and deliver onboarding and training programs for new joiners to support smooth integration into the team and improve staff retention. 

Extract, compile, and analyze call data to identify trends, service gaps, and improvement opportunities, and prepare regular perfor...