Operations Manager - BankingOperations Manager I is responsible for coaching and supervising a team of Team Leaders, ensuring client service level agreements and financial targets are met.ResponsibilitiesAnalyze and maintain all Client Service Level Agreements; implement improvement plans as neededMaximize 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 requirementsManage and review operational reports (attendance adherence, PFP, client scorecard, metrics management reports)Create and strengthen relationships with client partnersProvide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement corrective actions to meet performance goalsConduct regular one‐on‐ones with direct reports to review individual and team performance and provide developmental coachingCreate a positive work environment through employee engagement; resolve employee relation issues promptly and professionallyParticipate 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 improvementImplement 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 requirementsAttend business reviews with the clientHandle a team of team leadersQualificationsAt least 2 years of experience as an Operations Manager or Senior Team LeaderExperience in BPO operationsAt least 3 years of experience in banking projectsDemonstrated ability to coach and develop action plans that maximize performance and provide effective feedbackAbility to analyze and improve work processes; establish actionable goals for self and othersExcellent communication skills, both written and verbal; ability to present information to internal and external associatesAbility to organize and prioritize projects in a fast‐paced, deadline‐oriented environmentAbility to mentor, coach, and provide direction to a team of employeesWillingness to work a flexible scheduleEnglish proficiency: B2 levelCompensationSalary Range: 40,000 - 50,000LocationITA Vimercate – Via Torri Bianche, 7 – VimercateConcentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.
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