Senior Manager - Operations (Banking Inbound Services)

Job Overview: We are seeking a highly skilled and experienced Senior Manager - Operations with a strong background in inbound services. The ideal candidate will be responsible for overseeing the day-to-day operations of our inbound services team, ensuring excellent customer service, operational efficiency, and compliance with banking regulations. This role requires a strategic thinker, capable of driving improvements, managing a team, and collaborating with stakeholders to deliver exceptional results.

Key Responsibilities:

• Lead and manage the inbound services operations for the banking division, ensuring smooth and efficient service delivery to clients.
• Develop and implement operational strategies that optimize the customer experience and meet service level agreements (SLAs).
• Oversee the performance and productivity of the inbound team, providing regular coaching and feedback.
• Ensure compliance with all banking regulations and internal policies related to inbound services as per industry standards.
• Monitor key performance indicators (KPIs) and implement process improvements to meet business objectives.
• Collaborate with cross-functional teams, including IT, quality assurance, and training, to address operational challenges and enhance system efficiency.
• Manage resource planning, scheduling, and staffing to ensure the team meets business requirements and demand.
• Ensure timely and accurate reporting of operational performance and service delivery metrics to senior management.
• Stay up to date with trends and innovations in the banking sector to continually improve operational effectiveness and customer satisfaction.
• Address and resolve any escalated customer issues or complaints in a timely and professional manner.

Preferred candidate profile

• Minimum of 10 years of experience as an operation Manager from any Domestic Voice inbound process.
• Strong Communication Skills.
• Must have on paper experience as a Senior Manager - Operations.
• Non-BPO experienced profiles will not be considered.
• Good communication, Analytical, and leadership skills.

Note: Need immediate joiner only. Only work from office job.

WhatsApp CV to Anuruddh - 8448727598 along with current CTC & Notice Period