Hiring For Senior Manager - Operations ( inbound Specialist)

Role Overview:

Inbound Process

Key Responsibilities:

• Operational Leadership:

• Manage end-to-end inbound customer service operations ensuring SLA adherence, productivity, and customer satisfaction.
  
• Drive shift adherence, roster management, and resource planning to ensure smooth process execution.
  

• Client & Stakeholder Management:

• Act as the primary point of contact for client interactions, business reviews, and escalations.
  
• Build and maintain strong client relationships by showcasing process performance, improvements, and innovations.
  

• People Management:

• Lead, mentor, and manage a large team of managers, team leaders, and agents.
  
• Drive employee engagement, career development, and performance management initiatives to reduce attrition.
  

• Quality & Compliance:

• Ensure strict compliance with

  banking regulations

  , data security, and company policies.
• Implement quality monitoring frameworks and drive continuous improvement in service standards.
  

• Process Excellence & Transformation:

• Identify process gaps and implement solutions for better efficiency, automation, and customer experience.
  
• Collaborate with cross-functional teams (HR, Training, Quality, WFM, IT) to support business objectives.
  

• Performance Management & Reporting:

• Track KPIs including SLA adherence, CSAT, NPS, FCR, AHT, and attrition.
  
• Prepare and present dashboards, MIS, and business review reports for leadership and clients.
  

Required Skills & Experience:

• 10–14 years of experience

  in inbound customer service operations, with at least

  5 years in a senior management role

  .
• Prior exposure to

  banking inbound process

  (credit cards, loans, customer servicing, account management, or related financial services) preferred.
• Strong understanding of SLA management, call center metrics, and workforce planning.
  
• Proven experience in

  client management and handling escalations

  .
• Excellent people management and leadership skills with a track record of managing large teams (300+ FTEs).
  
• Strong knowledge of compliance, regulatory, and security standards (banking/NBFC domain is an advantage).
  
• Proficiency in MS Office, Excel (MIS), reporting, and presentation skills.
  

Competencies:

• Strategic thinker with operational execution ability.
  
• Strong communication and interpersonal skills.
  
• Analytical mindset with data-driven decision-making ability.
  
• Problem-solving and crisis management skills.
  
• Ability to drive

  employee engagement and retention

  in high-pressure environments.