Position Objective: The OSSC Assistant Manager is responsible for leading a team of data processing staff to achieve all business targets, plan capacity daily and intra - day based on projections and volume analysis and allocate/reallocate resources accordingly, also taking up some departmental functions, such as training, team building, MI report etc., and to fulfill further operational requirements and accumulate cross-team cooperation experience.
Roles and Responsibilities:
Operation Management
Lead one or two operation teams and function teams (e.g. QA, Training) to make sure the operations are well managed.
Ensure all works delivered are well planned and well implemented so as to meet the service objectives and business targets.
Assist the Manager in designing and implementing the policies, planning and management control systems for the team to achieve the highest level of productivity, operations effectiveness, quality and customer satisfaction and therefore improve the OSSC’ financial condition and competitive edge in the Company as well as in the industry.
Assist the Manager to ensure the work force are best utilized by manipulating some well-known operating model and methodology in meeting all service and productivity targets.
Assist the Manager to project an excellent image of OSSC internally and externally.
Establish operation manuals, review and streamline workflow / process and implement improvement measures to enhance efficiency & accuracy
Be responsible for the service improvement and cost of service management.
Implement best practices in OSSC for lowering the cost
Work closely with colleagues from relevant Business units or supporting departments to identify business and service improvement opportunities.
Carry out ad-hoc projects in a professional manner as and when required.

People Management
Establish and communicate clear objectives, priorities and performance standards
Assess and develop staffs’ capabilities and provide coaching, training and development to all levels of team members.
Fully participates in performance review processes in accordance with company standards.
Work with other departments or counterparts to improve the cooperation and understanding among teams.
Liaise and coordinate with all other parties concerned in resolving customer’s complaints and drive for service/operation improvements.
Proactively seek feedback from staff to facilitate improvements in sales, service, operation efficiency and customer satisfaction, which in some cases, should work with other departments’ management or escalate to OSSC Managers.