Operations Manager

JOB SUMMARY:

Oversee end-to-end customer support operations for inbound banking services, ensuring service excellence, operational efficiency, and compliance with all regulatory and organizational standards. Drive team performance, client satisfaction, and continuous improvement initiatives.

KEY DUTIES / RESPONSIBILITIES:

• Manage overall operations for inbound customer support (commercial/corporate banking queries).
• Ensure achievement of KPIs including SLA, AHT, CSAT, Quality, and First Call Resolution.
• Lead, mentor, and develop Team Leaders and support staff to drive high performance.
• Act as the primary point of contact for client communication, reporting, and escalations.
• Analyze operational data and implement process improvements to enhance efficiency and service delivery.
• Ensure strict adherence to data security, compliance, and banking regulations.
• Drive training, upskilling, and continuous learning initiatives across teams.
• Handle high-level escalations and ensure timely resolution.
• Monitor workforce planning, scheduling, and resource optimization.
• Foster a culture of professionalism, accountability, and customer-centricity.

WORK EXPERIENCE

• Minimum 6–8 years in BPO/Customer Support, with at least 2–3 years in a managerial role.
• Experience in banking, financial services, or digital banking platforms preferred.
• Strong exposure to inbound voice operations and client handling.

WORK SCHEDULE

• US Hours
• 5-day work week

Skills Required
Workforce Planning, Resource Optimization, Process Improvement