Position Role: Leads high-volume transactional services in SSAU, ensuring efficient, accurate processing, prioritising workflow, and managing escalations.
Responsibilities:
- Lead core processing services, ensuring timely, accurate handling of routine transactions per agreed SLAs and operational priorities.
- Manage high-volume workflows by allocating and prioritising tasks to ensure service continuity and efficient resource use.
- Serve as main escalation point for complex, non-standard, or urgent processing issues, ensuring timely resolution or referral as needed.
- Coordinate with Triage and Specialist Leads to ensure effective work routing and smooth end-to-end service delivery across SSAU functions.
- Drive core processing improvements by identifying inefficiency, enhancing workflows, and boosting quality, consistency, and SLA compliance.
- Maintain oversight of processing quality, ensuring accuracy, compliance, and adherence to established processes and standards.
- Serve as Unit Liaison for designated units, ensuring clear communication and SSAU awareness of unit needs, plans, and issues.
- Provide financial SME advice to units on pay, allowances, charges, benefits, and produce special financial cases as needed.
