Job Title Operations Manager - BankingJob Description The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.Essential Functions / Core Responsibilities Analyze and maintain all Client Service Level Agreements; implement improvement plans as neededMaximize 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 requirementsManage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)Create and maximize relationships with client partnersProvide 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 performanceConduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coachingCreate a positive work environment through employee engagement; resolve employee relation issues in a professional and timely mannerParticipate 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 improvementImplement 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 requirementsAttend business reviews with the clientHandle a team of team leadersCandidate Profile At least 2 years of experience as a Operations Manager - Snr Team LeaderExperience in Operations in BPOAt least 3 years of Experience in Banking ProjecstDemonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedbackDemonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goalExcellent communication skills, both written and verbal. Ability to effectively present information to internal and external associatesDemonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environmentDemonstrated ability to mentor, coach and provide direction to a team of employeesWillingness to work a flexible scheduleEnglish B2Disclaimer 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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