Manager - Operations- BFSI

Title:

Role Summary:

We are seeking a Manager to manage a dynamic team of 50-100 members in an International Process. The ideal candidate will have experience handling BPO operations, including performance management, coaching, and improving overall team productivity and quality. This role requires excellent leadership skills to guide team members, manage performance, and ensure alignment with business goals.

What You Would Be Doing:

• Team Management & Performance

  : Oversee and manage the teams productivity, quality, shrinkage, and attrition to ensure all targets are met.

• Coaching & Development

  : Provide coaching and mentorship to new team members to improve performance, skills, and customer satisfaction (CSAT).

• Process Review & Improvement

  : Analyze existing processes, make recommendations for improvements, and implement strategies to enhance overall team performance and CSAT.

• Training Needs Identification (TNI)

  : Identify gaps in knowledge or processes and address them through targeted training and development.

• Monitoring & Coaching

  : Conduct weekly performance reviews and one-on-one coaching to support team members in meeting their goals.

• Floor Support & Escalation Management

  : Offer floor support and address escalations in real-time to ensure smooth operations.

• Target Achievement

  : Manage and drive the team towards achieving individual and team performance targets (IC targets).

• AHT Management

  : Ensure that Average Handle Time (AHT) is maintained within the specified target levels across different tenure buckets.

• Process Adherence & Compliance

  : Ensure that all processes are followed, and performance metrics are adhered to consistently.

Skills & Experience:

• Experience

  : Previous experience in handling an international process is a must.

• Team Management

  : Proven experience in managing a team of 50-100 members, with the ability to guide, motivate, and manage team performance.

• Supervisory Skills

  : Strong supervisory and leadership skills to effectively manage subordinates and drive results.

• Communication Skills

  : Excellent written and verbal communication skills in English, with the ability to present and report effectively.

• Technical Skills

  : Basic knowledge of computers and proficiency in MS Excel.

• Methodical & Organized

  : Ability to stay organized, methodical, and manage multiple tasks and priorities effectively.

• Flexible

  : Ability to work in a 24/7 environment, including flexibility for shifts.

• Work Environment

  : 6 days working, Work From Office (WFO).

What's Expected:

• Strong leadership and ability to drive team performance in a fast-paced environment.
• Excellent coaching and mentorship abilities to improve team skills and performance.
• Effective in handling escalations and providing floor support.
• Ability to analyze and optimize processes to achieve higher CSAT and performance outcomes.

sonam.singh1@igtsolutions.com