Operations Manager Banking

Job Title:

Job Description

Essential Functions/Core 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 organizations policies and applicable legal requirements

Manage and review operational reports (Attendance adherence PFP Client scorecard Metrics management reports)

Create and maximize relationships with client partners

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

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 BD and Client and make adjustments to meet changing requirements

Attend business reviews with the client

Handle a team of team leaders

Candidate Profile

At least 2 years of experience as a Operations Manager - Snr Team Leader

Experience in Operations in BPO

At least 3 years of Experience in Banking Projecst

Demonstrated ability to coach and develop action plans which maximize performance and provide effective feedback

Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal

Excellent communication skills both written and verbal. Ability to effectively present information to internal and external associates

Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

Demonstrated ability to mentor coach and provide direction to a team of employees

Willingness to work a flexible schedule

English B2

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities duties and skills required of personnel working within this job title.

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