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Team Manager - Testing Operations at TSMG | Swiftcruit
The purpose of the role is to drive operational performance in sourcing with a focus on lead generation and validation metrics. The manager is responsible for managing daily operational targets to ensure consistent delivery and maintaining strong client relationships through structured weekly, fortnightly, and monthly progress reporting. The role also includes recruiting, onboarding, and conducting performance appraisals for internal associates, as well as ensuring full alignment with client policies by updating and disseminating guidelines across the team.
Responsibilities: Operational & Quality Oversight
Oversee verification and quality of processed cases
Act as checker for critical cases and manage escalation queues
Monitor daily absenteeism and ensure productivity continuity
Allocate workloads based on case complexity and risk
Develop strategies for clean-up activities and process optimization
Responsibilities: Governance & Reporting
Validate client/vendor reports and team queries
Collect dashboard requirements and prepare performance review decks
Track daily operations, analyze service delivery, and highlight process variances
Conduct audit reviews, initiate corrective actions, and maintain SLA adherence
