Operations Manager I

Job Title

Role And Key Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• End to End understanding of the Mortgage Industry & drive improvements to reduce the non-value ads in overall Customer Journey
• Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and partners to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
• Attend business reviews with the client
• Handle a team of team leaders
  

Key Skills & Knowledge

• Associate’s degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred
• In depth understanding of Mortgages preferably Australian region. Ability to partner with clients (Senior Manager) and help banks to increase their ratings by closely monitoring the associated key drivers
• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to team members
• Willingness to work in a flexible schedule
• 10+ years of operations experience within a BPO/ Contact Centre with last few years managing
  

• Experience in banking operations (preferred Credit Assessment, ).
• Successful track record in growing and inspiring large teams, with proven ability to select, attract,
  

• Successful track record of improving performance against quality, efficiency, and effectiveness
  

• Proven ability to drive performance and grow businesses.
• Experience with a matrix driven organization. Proven track record of building strong relationships
  

• Strong internal client-facing skills with excellent communication, negotiation and conflict
  

• Analytical acumen and the ability to streamline complex processes.
  

Language Requirements

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