Operations Manager

Role Summary

We are seeking an experienced Operations Manager to lead and optimize international process operations. The ideal candidate will demonstrate strong leadership, a customer-centric approach, and proven expertise in managing large teams within a high-performance BPO/Contact Center environment for a Banking LOB.

Key Responsibilities

• Leadership & Team Management: Direct and mentor Team Leaders and agents to achieve operational objectives and maintain service excellence.
• Performance Oversight: Monitor and optimize KPIs including AHT, shrinkage, attrition, CSAT, SLAs, and overall productivity.
• Customer Experience: Drive superior customer satisfaction through effective service delivery and timely issue resolution.
• Operational Efficiency: Implement strategies to reduce attrition and shrinkage while enhancing employee engagement and retention.
• Compliance & Governance: Ensure adherence to organizational policies, regulatory standards, and quality benchmarks.
• Cross-Functional Collaboration: Partner with Workforce Management, Quality, and Training teams to streamline processes and improve outcomes.
• Domain Expertise: Utilize experience in Banking, Cards, and Dispute Management to handle complex customer scenarios effectively.

Qualifications & Skills

• Minimum 8 to14+ years in BPO/Contact Center operations, with at least 5-7 years in a managerial capacity.
• Strong understanding of Banking, Cards, and Dispute Management processes.
• Exceptional verbal and written communication skills.
• Proven ability to manage large teams and deliver results in a 24x7 operational environment.
• Strong analytical and problem-solving abilities with a focus on operational excellence.
• Should have handled a span of 300-500+ HC.