The CC Back Office Partners Management Specialist

The CC Back Office Partners Management Specialist is responsible for managing the performance, compliance, and service delivery of partners supporting Customer Operations Back Office activities. The role ensures Customer journeys with all related back-office processes are designed and documented in line with the Customer support objectives, working with various internal and external stakeholders to achieve agreed SLAs, quality standards, productivity targets, and customer experience objectives, while driving operational excellence and continuous improvement.

Key Responsibilities

1. Partner Performance Management

· Monitor and manage the day-to-day operational performance of Back Office partners.

· Track and evaluate adherence to contractual SLAs, KPIs, and operational targets.

· Conduct regular performance reviews and business review meetings with partners.

· Identify performance gaps and drive corrective action plans to improve results.

2. Service Delivery Governance

· Ensure compliance with company policies, procedures, and service standards.

· Ensure customer journeys and Back Office processes are documented, maintained, and aligned with Customer Support objectives

· Monitor the quality of customer request handling, complaint resolution, and ticket management.

· Implement governance frameworks to ensure operational consistency and accountability.

· Manage risks associated with escalate critical issues when required.

3. SLA and KPI Management

· Monitor service delivery performance against agreed service levels.

· Analyze SLA breaches and identify root causes.

· Develop and implement action plans to improve operational efficiency and service delivery.

· Ensure accurate reporting of performance metrics and operational trends.

4. Quality Assurance and Compliance

· Ensure adherence to quality standards and operational procedures.

· Support quality audits and compliance reviews.

· Monitor corrective and preventive action plans stemming from quality assessments.

· Ensure regulatory and organizational compliance requirements are consistently met.

5. Reporting and Business Insights

· Prepare daily, weekly, and monthly operational performance reports.

· Analyze data to identify trends, recurring issues, risks, and improvement opportunities.

· Provide actionable insights and recommendations to management.

· Support decision-making through data-driven analysis and performance monitoring.

6. Stakeholder and Partner Management

· Build and maintain strong relationships with all partners.

· Serve as the primary point of contact for operational matters related to partner performance.

· Facilitate collaboration between partners and internal business units.

· Ensure alignment of partner objectives with customer experience and business goals.

Key Performance Indicators (KPIs)

The role will be measured against:

· SLA Compliance Rate

· Backlog Reduction

· Quality Assurance Scores

· Productivity and Efficiency Metrics

· Escalation Resolution Timeliness

· Partner Performance Scorecard Results

· Compliance and Audit Results

Job Knowledge

· Partners Management

· SLA and KPI Management

· Customer Complaint Resolution Processes

· Performance Analytics and Reporting

· Root Cause Analysis

· Service Governance

· CRM and Ticket Management Systems

· Power BI or similar reporting tools

· Process Improvement Methodologies

Job Related Skills

· Strong Analytical Skills

· Accountability, Ownership & Results Orientation

· Customer Focus

· Stakeholder Management

· Communication ,influencing Skills ,Teamwork & Collaboration

· Problem-Solving & Attention to Detail

· Planning and Organizational Skills

· Continuous Improvement Mindset