Role Purpose

The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

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Responsibilities:

• Managing complex banking / contact center / customer servicing operations process on a day to day basis

• Independently resolve outstanding issues and communicate/escalate problems to Senior Management.

• Complete ownership of deliverable of team and handling escalations.

• Attend daily calls with customer and explain the status/ progress of deliverables

• Act as first/Second level of escalation on delivery issues

• Supervision of Lead Analysts, Senior Analyst and Analyst

• Meet the TAT and error free delivery

• Contribute to process streamlining and improvement

• Ensuring Checklist, Metrics and EOD activities are completed and signed off.

• Ensuring timely updates/review of SOPs, Issue Logs

• Ensure adherence / Managing KPI and SLAs on ongoing basis

• Monitoring and ensuring closure of daily/weekly and monthly deliverables in various aspects of aged outstanding items

• Maintenance of escalation policies

• A proactive approach to problem solving, taking ownership of issues and having the determination to follow things through

• Actively participate in governance calls with the clients for effective process management

• Manage operations through end to end planning, metrics review and root cause analysis

• Manage Client relationship as part of operations delivery;

• Drive change by successful implementation of process improvement recommendations

• Review overall staff performance and recommend training needs

• Liaise with HR, Facilities, Training, IT & Network teams to ensure seamless operations delivery

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Qualifications:

• Minimum 7 years' of experience in Banking contact center operations.
• Experience in managing call center Operations.
• Experience in banking customer service preferred.
• Experience of having managed team of agents with a span of 70-80 FTE.
• Ability to build & motivate teams4. Understanding of regulatory guidelines/ laws applicable in banking industry.
• Ability to manage Client escalations and Client relationships.
• General working knowledge of accounting, financial spreading and credit risk analysis.
• Excellent oral and written communication and listening skills.