Operations Manager

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Position:

Wipro Band:

Shift Time: US Shift (7PM onwards)

Work Model:5 days WFO

Qualification:

Experience :

Experience Breakup: R

Essential Hiring Skills

• Experience in managing complex Transaction Monitoring, KYC Retail, commercials, Crypto operations teams of 100-150 plus associates in outsourced environment, Passion for challenges and drive the change.

• Customer Focus

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• Functional/Technical Skills

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• Drive for Results

• Time Management

• Interpersonal Savvy

• Written Communication

• Problem Solving

• Decision Quality

• Dealing with Ambiguity

Responsibilities

• Managing complex banking and crypto operations processes on a daily basis.
• Independently resolving outstanding issues and communicating/escalating problems to Senior Management.
• Participating in industry initiatives and working groups as required.
• Driving productivity and efficiency within the team.
• Analysing reports to determine authenticity and identifying significant variances.
• Taking complete ownership of team deliverables and handling escalations.
• Attending daily calls with customers to explain the status and progress of deliverables.
• Responding to customer queries regarding deliverables.
• Helping team members resolve issues in their daily activities.
• Acting as the first or second level of escalation for delivery issues.
• Supervising Lead Analysts, Senior Analysts, and Analysts.
• Ensuring all reference data related activities are completed as per client expectations.
• Meeting Turnaround Time (TAT) targets and ensuring error-free delivery.
• Contributing to process streamlining and improvement initiatives.
• Planning and prioritising all projects handled by the team.
• Ensuring checklists, metrics, and End of Day (EOD) activities are completed and signed off.
• Ensuring timely updates and reviews of Standard Operating Procedures (SOPs) and issue logs.
• Ensuring adherence to and managing KPIs and SLAs on an ongoing basis.
• Monitoring and ensuring closure of daily, weekly, and monthly deliverables, including aged outstanding items.
• Maintaining escalation policies.
• Taking a proactive approach to problem-solving, taking ownership of issues, and following them through to resolution.
• Ensuring attrition targets are not breached.
• Managing a team of agents in a customer-driven environment.
• Actively participating in governance calls with clients for effective process management.
• Managing operations through end-to-end planning, metrics review, and root cause analysis.
• Managing client relationships as part of operations delivery.
• Driving change by successfully implementing process improvement recommendations.
• Reviewing overall staff performance and recommending training needs.
• Liaising with HR, Facilities, Training, IT, and Network teams to ensure seamless operations delivery.