Operations Manager - International Banking Process

Location : Hyderabad.

Shift Rotational Shift.

Job type : Work from office.

- The candidate should have experience in international banking process with chat background, candidate should be handling credit/debit cards, dispute management, candidates from collections background will not be considered .

Duties and Responsibilities :

Operations Management:

- Monitor daily all areas of performance metrics (VoCM, Excellent, RTF, HOC & Quality Excellence, CHT, Attendance, SAM & other secondary metrics) to assure that standards are met across the board using the chronicle.

- Work with TLs to administer program and implement both client and in house policy.

- Ensure that operations is being managed accordingly on a day-to-day basis.

- Attend client meeting on a weekly basis or as needed to discuss the program performance based on the key operational metrics.

- Interface with client during visits, do presentation regarding performance of the program if need be and escalate issues that are out of the ordinary.

- Monitor daily all areas of performance metrics to assure that standards are met across the board using the chronicle.

- Attend weekly operations review and present action plans to issues that need to be addressed.

- Collate and respond to operational issues as reported by TLs as needed.

- Escalate operational issues beyond level of authority to Director of Operations as needed.

- Inform Account Manager and Director for Operations when the system needed (system error/downtime) to handle calls are not working effectively as needed.

- Submit weekly and monthly ops review report to Director for Operations.

Process Improvement:

- Minimize or manage at acceptable level the customers complaints.

- Work with Account Manager and Director for Operations to further develop program and implement policy as needed.

- Work with the TLs in coordination with other groups in coming up with programs that will help further develop the associates.

- Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).

- Evaluate management and contact center practices for possible modifications that will result in increased employee efficiency and satisfaction.

Staff Management:

- Ensure that the Contact Center meets productivity standards daily.

- Provide daily leadership and motivation to a team of up to 10 TLs.

- Conduct monthly one-on-one coaching to TLs and provide feedback to drive performance and reduce cost using data from reports on VoCM, Excellent, RTF, HOC & Quality Excellence, CHT, Attendance, SAM & other secondary metrics.

- Devising a strategic communication plan to ensure all changes are relayed on time and accurately.

- Create incentives for all staff in conjunction with meeting performance measurements.

- Conduct weekly meeting with TLs and discuss team and program performance, issues and share best practices.

- Design development plans for TLs.

- Prepare for succession plan if in case the position got vacated in the future.

- Initiate and support all ESAT and workplace programs.

- Consult personnel / program issues to Director for Operations in terms of further decision making.