Manage a team of at least 100-150 executives supporting Voice operations
Flexible and willing to work in a 24/7 shift environment.
Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
Establish & Manage Relationships / Engagement with the Clients
Oversee team – organize resources, set goals, carry out strategy from Executives and client on a day-to-day basis; reporting 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 organization’s policies and applicable legal requirements
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 targets
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 WFM & Client and make adjustments to meet changing requirements
Attend business reviews with the clients.
Manage & control attrition keeping it to the minimum and plan for timely back fills
Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity and teamwork.
Provide advice and assistance to senior management in planning, implementation, and evaluation of existing operations. systems and procedures
Participate in weekly and monthly calls with clients to understand the expectations from the teams and provide updates
Ensure that all audit related issues are brought to a close
Identify and drive continuous improvements and initiatives in the process
Coach & mentor Team leads, enabling them to lead their teams effectively
Hire leads and managers, train, conduct inductions, manage employee & client satisfaction scores, performance Appraisals and attrition management
Ensure that all internal customer queries are followed up on a timely basis
Collaborate with internal teams, inter departments, cross functions across locations
Ability to lead, guide, and mentor a team effectively, even in a fast-paced BPO environment.
Ability to manage conflicts, motivate team members, and foster a collaborative work culture.
Leadership skills to drive performance, handle challenging situations, and ensure alignment with client expectations
Desired Skills:
Strong understanding of banking products (e.g., loans, credit cards, accounts), services, and financial transactions
Strong knowledge of Credit card and other Banking products
Excellent verbal and written communication skills for interacting with clients, teams, and internal stakeholders
Experience in handling voice operations (inbound and outbound)
Client facing roles managing and representing operations
Experience in client facing roles managing and representing operations
Experience in handling multiple teams and has shown improvement in the overall team performance
Ability to coach and guide frontline, SMEs, support functions staff & the TL on a clear objective of delivering excellent customer experience
A creative mind to think beyond the status quo and propose solutions internally as well as to clients
Experience in working closely with Training and Quality team to strengthen and develop SOPs and training materials
Quartile & People management skills
Strong focus on delivering exceptional customer service and client satisfaction.
Ability to understand customer needs and work with internal teams to ensure service excellence
