Operations Manager

Operations, Manager I

Job Title:

Operations, Manager I

Job Description

The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

LOCATION:   Bangalore

YEARS OF EXPERIENCE:  Minimum 8 years (Banking Process)

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and  Key responsibilities:

Manage a team of at least 100-150 executives supporting Voice operations

Flexible and willing to work in a 24/7 shift environment.

Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction

Establish & Manage Relationships / Engagement with the Clients

Oversee team – organize resources, set goals, carry out strategy from Executives and client on a day-to-day basis; reporting responsibilities

Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed 

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, Client scorecard, Metrics management reports) 

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 targets

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 partner 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 WFM & Client and make adjustments to meet changing requirements 

Attend business reviews with the clients.

Manage & control attrition keeping it to the minimum and plan for timely back fills

Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity and teamwork.

Provide advice and assistance to senior management in planning, implementation, and evaluation of existing operations. systems and procedures

Participate in weekly and monthly calls with clients to understand the expectations from the teams and provide updates

Ensure that all audit related issues are brought to a close

Identify and drive continuous improvements and initiatives in the process

Coach & mentor Team leads, enabling them to lead their teams effectively

Hire leads and managers, train, conduct inductions, manage employee & client satisfaction scores, performance Appraisals and attrition management

Ensure that all internal customer queries are followed up on a timely basis

Collaborate with internal teams, inter departments, cross functions across locations

Lead, guide, and mentor a team effectively, even in a fast-paced BPO environment.

Manage conflicts, motivate team members, and foster a collaborative work culture.

Drive performance, handle challenging situations, and ensure alignment with client expectations

Key Skills and knowledge:

Strong understanding of banking products (e.g., loans, credit cards, accounts), services, and financial transactions

Strong knowledge of Credit card and other Banking products

Excellent verbal and written communication skills for interacting with clients, teams, and internal stakeholders

Experience in handling voice operations (inbound and outbound)

Experience in client facing roles managing and representing operations

Experience in handling multiple teams and – trend of bringing about improvement in the overall team performance

Ability to coach and guide frontline, SMEs, support functions staff & the TL on a clear objective of delivering excellent customer experience

A creative mind to think beyond the status quo and propose solutions internally as well as to clients

Experience in working closely with Training and Quality team to strengthen and develop SOPs and training materials

Quartile & People management skills

Strong focus on delivering exceptional customer service and client satisfaction.

Ability to understand customer needs and work with internal teams to ensure service excellence

Ability to speak Hindi Fluently

Educational Qualification: Graduation.

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

Location:

IND Bangalore - Embassy Manyata Business Park 4th Floor Block F2

Language Requirements:

Time Type:

Full time

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Experience Level

Mid Level