Job
Description
Maximize Your Impact with TP Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions. As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow. The Opportunity The Director – Operations will be responsible for overseeing end-to-end BFSI operations, ensuring seamless management of teams, performance, client services, finances, risk, and compliance. This individual will drive voice and back-office operations within a BPO environment, ensuring high-quality service delivery while optimizing efficiency across retail banking, credit card operations, and customer service functions. The Responsibilities & Duties Managing large-scale operations for end-to-end BFSI operations, including people management, performance, client services, finances, risk, and compliance. Managing financial, cost control, and data management requirements of the process Implement company-wide management-approved strategies. Align with seniors, peers, and team to make decisions for operational activities and set strategic goals. Oversee customer support processes and organize them to enhance customer satisfaction. Perform follow-ups with clients and create a close relationship with decision-makers to create new business opportunities. Ensure continuous improvement and propose outside-the-box solutions. Establishes quantitative and qualitative metrics, guidelines, and standards for evaluating the company's efficiency and effectiveness and identifying opportunities for improvement. Reviews, analyses, and evaluates business procedures. Implement policies and procedures that will improve day-to-day operations. Plans direct, control, implement, evaluate, monitor, and forecast budgets to achieve financial objectives. Communicates and explains new directives, policies, or procedures to managers, meets with entire operations staff to maintain morale. Improve customer service and satisfaction through policy and procedural changes. Leads coordination and integration of efforts among teams. Projects a positive image of the organization to employees, customers, industry, and community. The Qualifications Bachelor’s degree or above preferred. 15 years of experience in operations and Customer Experience Management and mandatory 5+ years of experience in leading BFSI operations. Preferred experience handling voice operations in a BPO setup is essential. Analytical thinking, proactive attitude. Strong experience in P&L management, people, and Business Management Must be highly detail-oriented, productive, accountable, and work under tight deadlines when needed. Excellent organizational and leadership abilities. Working knowledge of data analysis and performance/operation metrics. Flexibility to work in shifts. Pre-Employment Screenings By TP policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening. Important | Policy on Unsolicited Third-Party Candidate Submissions TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions. Diversity, Equity & Inclusion At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences. Show more Show less
