The posting
Responsibilities
- Lead and manage the overall delivery of off-site application-processing and letter-fulfilment services.
- Monitor processing timelines, output volumes, accuracy, backlog and KPI performance.
- Ensure appropriate segregation of duties between data entry and verification personnel.
- Review operational reports, identify service gaps and implement timely corrective actions.
- Ensure compliance with SOPs, policies, process flows, confidentiality and data-protection requirements.
- Coordinate staff training, onboarding, backup resources and replacement staffing for service continuity.
- Act as the main management contact during office hours via email, MS Teams and telephone.
- Provide regular performance updates, escalation reports and improvement recommendations.
- Oversee staff performance, conduct, morale, discipline and contractual compliance.
Requirements
- Bachelor’s degree in any discipline.
- Experience in a supervisory, operations-lead or project-management role.
- Relevant experience in assistance scheme or programme processing, appeal assessment, bill/claim verification, progress monitoring, reporting and KPI management.
- Strong leadership, stakeholder-management, reporting and problem-solving skills.
- Proficient in Microsoft Excel, Outlook, Teams and data-tracking systems.



