Senior Operations Manager

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

To know more about Firstsource please visit our website www.firstsource.com

Job location :Bangalore

Position :Senior Operations Manager- Banking

Division : Customer Service

Role & Responsibilities:

Leadership & Functional Skills

· Sufficient experience, including supervisory experience, to maintain an in-depth

understanding of the organization and business and handle problems and issues that arise,

and solve problems without precedents or guidelines

· Exceptional verbal and written communication skills and presentation skills

· Process driven, self-starter, possesses high degree of skills with – time management, people

management, discipline, negotiation

· Work with all levels across the organization both at FSL and clients

· Foresee risks, be proactive and predictive while developing mitigation plans for the program

People Management

· Manage through indirect authority and matrixed organization structures

· Manage multiple geographies and understand the cultural nuances

· Ensure strong employee communications in the program through different forums,

employee engagement etc.

· Network with other organizations to maximize best practices

· Building effective teams and developing direct reports

Business Performance

· Maintaining client Service Level Agreement Standards (SLA’s) & client satisfaction

· Manages BU operations to meet revenue budget and other financial goals while meeting

customer expectations

· Identifies cost saving opportunities

· Structured and periodic performance management

· Support and engage with other ad-hoc projects and Organization Development tasks, as

required

Client Management

· Ensure proactive client feedback while aligning priorities to Client SLA deliveries

· Actively engaged with Client Relations team for support and expectation management

· High priority escalation handling and close loop management

· End to end ownership of client management, including but not limited to daily / weekly /

Quarterly reviews

Process Capabilities and Innovation

· Ensures business continuity strategies, global and local, are established and maintained

· Establishes audit and review procedures to assess adequacy and efficiency of the procedures

· Responsible for identifying all mining opportunities within the program

· Leverage available and new technologies to increase productivity efficiencies and

experiences in the program

Educational/Professional Qualifications:

· Must be a Graduate

· Minimum 2 years of work experience as Senior Operations Manager

Required Skills:

• Prior experience in Chat process. Added value if has banking experience

• Ability to work on various Automation projects for the BU

• Good Analytical Skills

• Should be quality driven.

• Good knowledge of MS-Office (Excel and Word).

• Proficiency in Grammatically correct English Communication (Verbal & Written)

• Problem Solving, Change Management & Rapport building skills

• Exhibits Accountability & Ethical Behavior

• Collaborative, Creative & Consultative

• Willing to take on challenging assignments.

• Willingness to work shifts and during holiday / weekend.

• Ability to work under pressure and deliver on time as per specifications

• Presentation skills

• Socially Confident, patient, and positive mind-set

• Post-Graduation/master’s degree will be an added advantage

Competencies that will be Assessed:

· Operational & Technical competencies

· Leadership & People Management

· Strategic & Business Acumen

· Interpersonal & Communication Skills

⚠️ Disclaimer:

Contact details

Reena Baldota

Email- reena.baldota@firstsource.com