In Concentrix Italy we are recruiting an Operations Manager in our site of Vimercate!
AsOperations Manager you will beresponsible for leading, coaching, and supervising a team of Team Leaders and CSA within a BPO banking environment.
This role ensures the achievement ofClient Service Level Agreements (SLAs), operational excellence, and financial performance, while maintaining strong client relationships and driving continuous improvement across customer service operations.Key ResponsibilitiesOperational & Client PerformanceAnalyze, monitor, and manage allClient Service Level Agreements (SLAs) ; define and implement improvement plans when requiredEnsure delivery of consistent operational performance and over-deliver against client expectationsManage and review operational KPIs and reports, including:Attendance and adherenceProductivity and performance metricsClient scorecards and quality indicatorsFinancial ManagementMaximize revenue generation in line with short- and long-term financial objectivesSupport forecasting, budgeting, and financial planning activities (P&L;) Collect and analyze data related to billable and non-billable hoursPeople LeadershipLead, coach, and develop a team ofTeam Leadersand their associatesSelect, train, and develop direct reports in line with company policies and legal requirementsConduct regular 1:1 performance reviewsand provide continuous coaching and feedbackCreate a positive, engaging work environment and effectively manage employee relations issuesClient & Stakeholder ManagementBuild and maintain strong, trusted relationships with client stakeholdersAttend and actively contribute toclient business reviewsParticipate in cross-functional meetings with Training, HR, Quality, Workforce Management, and Talent Acquisition teamsPartner with internal and external stakeholders to define and implement action plans for continuous improvementProcess & Continuous ImprovementAnalyze operational processes and implement best practicesEvaluate staffing needs in collaboration with Business Development and clients, adapting to changing requirementsEnsure consistent application of company standards, policies, and corrective actionsCandidate ProfileExperience & BackgroundMinimum 2 years of experienceas an Operations Manager Junior or Senior Team LeaderAt least 3 years of experience in Banking projects, preferably within aBPO or Customer Service environmentStrong background in operations management within outsourced or contact center environmentsSkills & CompetenciesProven ability to coach, mentor, and develop high-performing teamsStrong analytical skills with the ability to improve processes and define effective action plansExcellent organizational and time-management skills in fast-paced environmentsStrong stakeholder management and client-facing capabilitiesExcellent communication skills, both written and verbalLanguagesEnglish levelB2 or higherAdditional RequirementsWillingness to work aflexible scheduleWillingness totravel as requiredWhat We OfferPermanent, full-time employmentCompetitive salary (€ 35,********,000€) Premio + BenefitsOpportunity to work within a structured, international banking BPO environmentCareer development and leadership growth opportunitiesDiversity Disclaimer:At Concentrix, we respect and celebrate the diversity of our game-changers.
We are committed to creating an inclusive environment for all employees, where diverse backgrounds and perspectives are welcomed and valued.