Operations Manager Customer Service
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Posted on:
Yesterday
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1 Vacancy
Job Summary
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Job Summary
Manager Operations is accountable for leading across a variety of functions and roles at our Bangalore office. Within the scope of this role are components of Customer Care (Service) and Quality Management.It is expected that the incumbent cultivates a sponsorship network throughout the business and drive collaborative efforts for each addition this role is responsible for delivering against a number of KPIs inclusive of both production and quality metrics.
This leader is responsible for developing a number of processes across all teams. These processes support various channels of cardmembers inquiries and minimize regulatory and procedural compliance risk including but not limited to:
As a Customer Care (Service) Back Office leader the Manager ensures the department adheres to all bank policies including regulatory timeframes client SLAs and compliance with the processes. This leader builds implements and executes on the strategies for the department while working with internal business partners to ensure all first-line of defense functions are completed efficiently and effectively.
As a leader tasked with Quality Management the Manager executes and provides support of quality monitoring that is critical to driving a high level of quality assurance for business units operating within our Care Centers. The position also provides oversight in managing escalated appeals internal audits and calibration activities while also supporting the monitoring targets and meeting the established performance standards.
Essential Job Functions
- Leadership - Lead supervisors and grow and develop leadership talent. Recruit develop and mentor the departments team so that they are skilled effective and fully capable of executing the responsibilities and expectations of their positions. Coach mentor and develop staff including overseeing new employee onboarding and providing career development planning and opportunities. Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting feedback and performance development planning. Create an environment that is professional supports our associates clients and customers and adheres to our commitment to business ethics and company values. Ensure the department provides a welcoming safe and healthy environment for all associates and key stakeholders. Must apply knowledge in the regulations and guidelines pertaining to the department.
- Strategy - Activate and evolve the departmental strategic initiatives to strengthen and achieve organizational alignment performance accountability control measures and cultural acceptance of these supportive functions. Appropriately communicate organization information through department meetings one-on-one meetings and appropriate email IM (Instant Messaging) and regular interpersonal communication.
- Business Relationships - Cultivate and maintain active relationships with key business partners driving sponsorship engagement including awareness desire knowledge ability and reinforcement; remain knowledgeable of Regulatory requirements and Procedural guidelines to maintain applicable industry business and operational acumen and to ensure testing attributes are aligned; and share relevant information to appropriate audiences. Interacts with and influences all levels of management across the business.
- Operations & Performance Management - Maintain and improve operations by monitoring performance identifying opportunities and developing action plans for resolution while driving productivity quality and high service standards for the department. Create appropriate accountability measures. Analyze business trends and take necessary actions to ensure operational success. Manage volumes and both client and regulatory SLAs. Set and manage productivity standards. Understand and manipulate large data and analysis to deliver a compelling story. Oversee the efforts to collect and analyze monthly results identify trends in monitored activities share learnings and knowledge and recommend process improvements as appropriate; and provide visibility through reporting and actionable insight.
Reports to: Sr. Manager Operations
Working Conditions/ Physical Requirements: Normal office environment some travel may be required.
Direct Reports: 3-6 with an overall team size of 90
Minimum Qualifications:
Degree Required: Bachelors Degree in Business Arts Commerce Humanities or equivalent
Years of Work Experience Required 8 years
Type / focus of work experience required: Experience in Back Office and/or Process Outsourcing.
Preferred Experience:
Masters Degree in Business Arts Commerce Humanities or equivalent
Four or years of supervisory experience preferred. Experience setting up in house captive back-office teams.
Other Duties
This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time the Company reserves the right to add and/or delete essential functions from this job at any time.
About Bread Financial
At Bread Financial youll have the opportunity to grow your career give back to your community and be part of our award-winning culture. Weve been consistently recognized as a best place to work nationally and in many markets and were proud to promote an environment where you feel appreciated accepted valued and fulfilledboth personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.
To learn more about Bread Financial our global associates and our sustainability commitments visit or follow us on Instagram and LinkedIn.
All job offers are contingent upon successful completion of credit and background checks.
Bread Financial is an Equal Opportunity Employer.
Job Family:
Care Center OperationsJob Type:
RegularRequired Experience:
Manager
Key Skills
- Customer Service
- ABAP
- Apps
- Electronics Engineering
- Large Account Management
- Client Services
About Company
At Bread Financial, we provide simple payment, lending and saving solutions. Explore our options for personal and business needs – from credit cards to pay-over-time.
