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.
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 pro