Jessica Kubów

Providing daily supervision of the assigned operational unit;
Monitoring and improving SLA’s;
Managing and resolving escalated queries /complaints;

Planning and scheduling the daily work to ensure compliance with service standards and regulatory deadlines;

Ensuring quality service and effective operations support for all of the assigned internal and external customers;

Leading, developing, coaching and motivating assigned employees to ensure they are aware of and capable of delivering their objectives;

Tracking employees’ timekeeping, absence, holiday records and ensuring accurate documentation is kept;

Managing employees’ performance by conducting monthly/quarterly reviews with the team and modify goals when necessary;

Administrating and reviewing corporate policies and procedures and ensuring compliance with applicable laws and regulations;

Participating in different projects that have impact on Masterfile Maintenance Unit;

Collaborating with other departments, teams, 3rd Party providers, etc. to resolve customer service issues.

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