.Assignments delivered on time with 100% accuracy and fit for purpose. Stretch current capacity and capability to support expanding Premier Service platform.
Measures and Targets:
2. Achievement of individual performance and team work discipline. Deliver assignments/ reports on time and meet SLA.
a. Fully committed with discipline to support efficient workforce management through intra-day management as well as leave planning.
b. Sick Leave and General Leave < 6 days per year.
c. Continuous improvement on call handling time and % to STD from 70% baseline measured by month on month basis.
d. Continuous improvement of Fulfilment efficiency, a decrease in case handling time through efficiency and process improvement.
e. Individual First Call Resolution > =90% and continuous improvement for individual FCR for Cash, Trade, and Channel product measured by month on month basis.
f. TAT for enquiry and request < = 8 working hours for non tier 1 core client and < =4 hours for Key, Premier and Tier 1 clients.
g. TAT for document processing i.e. AVR, Duplicated Advice, Blue Corner Advice, FX form < = 3 days.
h. Other reports and activities consistently deliver on time with 100% accuracy and meet SLA.
i. Reduction of inaccuracy rate from last year baseline by 50%
j. > 70 % reduction in individual complaint from last year baseline.