Case Handler

Description

BA Communication Services is looking for a skilled and experienced Case Handler to lead and mentor a dedicated team of 10 case management professionals. This role requires overseeing all aspects of case handling, ensuring timely, accurate, and compliant resolution of cases. The Case Handler is responsible for coordinating team workflows, enforcing regulatory and company policy compliance, managing quality assurance activities, and maintaining high service standards. Strong attention to detail, excellent communication capabilities, and proficiency in advanced document management systems are essential. The successful candidate will play a pivotal role in driving continuous improvement, enhancing operational efficiency, and fostering a motivated and high-performing team environment. The Case Handler manages the complete case lifecycle, including documentation, issue tracking, and performance reporting. Collaborating across departments, the role ensures seamless client experiences and effective problem resolution. Proactive leadership and the ability to identify workflow inefficiencies and implement targeted solutions are crucial to boost productivity and sustain outstanding outcomes within a high-functioning team. This position requires at least two years of relevant experience and a commitment to excellence in case management and customer service.

Responsibilities

• Lead, supervise, and mentor a team of 10 case handlers to foster motivation, professional growth, and high team performance.
• Manage the entire case handling lifecycle, ensuring cases are resolved accurately, timely, and in full compliance with company policies and relevant regulations.
• Utilize document management systems and communication tools to keep case files organized, precise, and accessible.
• Enforce strict adherence to internal policies, quality assurance procedures, and compliance standards throughout all case management activities.
• Coordinate and streamline team workflows to promote efficient issue resolution, clear communication channels, and appropriate escalation protocols.
• Maintain high customer service standards by conducting professional, clear, and solution-oriented interactions with clients and stakeholders.
• Conduct regular quality audits and case documentation reviews to verify completeness, accuracy, and regulatory compliance.
• Collaborate effectively with cross-functional teams to refine case management procedures and improve overall service delivery.
• Prepare and present detailed, data-driven reports to senior management on team performance, case statuses, compliance adherence, and operational challenges.
• Oversee team performance management through mentoring, coaching, and conducting formal evaluations to encourage accountability and professional development.
• Identify workflow inefficiencies and bottlenecks in case processes and recommend actionable improvements to increase productivity and quality.
• Plan and implement audit strategies to systematically assess compliance adherence and the effectiveness of control measures.

Experience

2 Years

Apply By

Nov 6, 2026

Required Skills

• Case Management
• Customer Service
• Communication
• Problem Solving
• Documentation
• Time management
• Team Leadership
• Quality Assurance
• Compliance Management

Nice to Have Skills

• Workflow Optimization
• Performance Reporting
• Audit Strategy
• Cross-functional collaboration