Senior Manager - Banking BPO Operations

BPO Senior Manager

Job Details:

• Oversees the operations of team and ensure goals are met and service levels adhere to established quality standards
• Demonstrates high level of leadership, interpersonal and client relationship skills
• Provide expertise and guidance to the team on administrative and process aspects.
• Serves as liaison between team, clients, leadership, and various other support team
• Identifies opportunities for improvement; recommends possible training opportunities
• Provides input into goal setting and provides performance feedback
• Adapts team priorities to respond to customer and business partner needs
• To improve efficiency, quality and services of ongoing projects/processes
• Ensures team is meeting or exceeding contractual and service level obligations to customers
• Collects customer’s needs and translates to appropriate solutions
• Interacts with customers and internal departments to resolve issues
• Adhere to all appropriate and agreed standardized processes and procedures
• Attending customer and leadership calls to gather feedback and updates

Job Requirements & eligibility Criteria:

• 8+ Years of experience in Banking BPO is preferred
• University degree or equivalent 3+ years of formal studies preferably an Accounting or Commerce Graduates
• Minimum of 4+ years of Team handling is a Mandatory
• Excellent understanding or an SME of KYC/AML/CDD experience
• Preferably with Screening, Mortgage, Fraud Investigation, Transaction Monitoring or Account Operations experience
• Excellent people management and interpersonal Skills
• Excellent influencing Communication skills
• Strong analytical/problem solving skills
• Strong knowledge, understanding and application of project management principles and methodologies.
• Ability to work scheduled shifts from Monday-Friday 02:00 PM to 12:00 AM
• Ability to communicate (oral/written) effectively in English to exchange information with our client.

Experience Level

Senior Level