Operations manager - banking

Operations Manager - Banking

Operations Manager I is responsible for coaching and supervising a team of Team Leaders, ensuring client service level agreements and financial targets are met.


Sebbene l'esperienza professionale e le qualifiche siano fondamentali per questo ruolo, si assicuri di verificare di possedere le soft skill preferenziali, se richieste, prima di candidarsi.
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 (e.g., data collection for billable/non‑billable hours, forecasting, budgeting)
* Select, train, develop, and manage the performance of direct reports and their associates; plan and assign work in accordance with company policies and legal requirements
* Manage and review operational reports (attendance adherence, PFP, client scorecard, metrics management reports)
* Create and strengthen relationships with client partners
* Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement corrective actions to meet performance goals
* Conduct regular one‑on‑ones with direct reports to review individual and team performance and provide developmental coaching
* Create a positive work environment through employee engagement; resolve employee relation issues promptly and professionally
* Participate in cross‑functional meetings to review information from operational support functions (training, HR, quality, WFM, TA) and 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 clients, and make adjustments to meet changing requirements
* Attend business reviews with the client
* Handle a team of team leaders
Qualifications
* At least 2 years of experience as an Operations Manager or Senior Team Leader
* Experience in BPO operations
* At least 3 years of experience in banking projects
* Demonstrated ability to coach and develop action plans that maximize performance and provide effective feedback
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* Ability to analyze and improve work processes; establish actionable goals for self and others
* Excellent communication skills, both written and verbal; ability to present information to internal and external associates
* Ability to organize and prioritize projects in a fast‑paced, deadline‑oriented environment
* Ability to mentor, coach, and provide direction to a team of employees
* Willingness to work a flexible schedule
* English proficiency: B2 level
Compensation

Salary Range: 40,000 - 50,000

Location

ITA Vimercate – Via Torri Bianche, 7 – Vimercate

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.


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