BPO Operations Leader, Banking | QC

Start Date: ASAP

Work Location: Quezon City

Work Arrangement: 100% Onsite

Job Description

• Must have Bachelor’s degree
• Must have 8 to 10 Years of banking operations experience
• Min 6 years Senior leadership experience in Banking contact center ops UK/US
• Experience in banking customer service preferred Experience of having managed team of agents with a span of 50 FTE
• Ability to build & motivate teams
• Understanding of regulatory guidelines/ laws applicable in banking industry
• Ability to manage Client escalations and Client relationships Excellent oral and written communication and listening skills.

Responsibilities

• Managing customer servicing process on a day-to-day basis
• Independently resolve outstanding issues and communicate/escalate problems to Senior Management
• Driving productivity and efficiency
• Analysis of reports and determine authenticity of the report, and ability to identify significant variances.
• Complete ownership of deliverable of team and handling escalations.
• Attend daily calls with customer and explain the status/ progress of deliverables
• Respond to customer queries on deliverables
• Help team members to fix the issues in daily activities
• Act as first level of escalation on delivery issues
• Ensure all reference data related activities are completed as per client expectations
• Meet the TAT and error free delivery
• Contribute to process streamlining and improvement
• Plan and prioritize all projects handled by the team.
• Ensuring Checklist, Metrics and EOD activities are completed and signed off.
• Ensuring timely updates/review of SOPs, Issue Logs
• Ensure adherence / Managing KPI and SLAs on ongoing basis
• Monitoring and ensuring closure of daily/weekly and monthly deliverables in various aspects of aged outstanding items
• Maintenance of escalation policies
• A proactive approach to problem solving, taking ownership of issues and having the determination to follow things through
• Ensure attritions targets are not breached2. Managing a team of agents in customer driven environment
• Actively participate in governance calls with the clients for effective process management
• Manage operations through end to end planning, metrics review and root cause analysis
• Manage Client relationship as part of operations delivery;
• Drive change by successful implementation of process improvement recommendations
• Review overall staff performance and recommend training needs