Job Description

• As an Lead- BPO Operations, you will be responsible for overseeing and managing the overall operations of our banking/cards process.
• Ensuring efficiency, effectiveness, and overall customer Satisfaction. Drive Continuous improvements and innovations to enhance quality, CSAT
• Meet & Exceed all BPO metrics like AHT, Staffing Adherence, Abandoned Occupancy for Voice Business
• Monitor and evaluate key performance indicators, making necessary adjustments to improve efficiency and profitability.
• Identify and mitigate risks that may negatively impact the organizations operations.
• Manage and lead teams, providing direction, guidance, and support to ensure they achieve their targets.
• Collaborate with other members of the executive team to develop and implement overall company strategies.
• Ensure compliance with all regulatory requirements and standards.

Requirements:

• Bachelors degree in business, operations management, or a related field; a masters degree is preferred.
• Overall 5 - 7 + years of experience with 1+ years of SME/ Team leading/People Management experience in operations within the banking/cards industry.
• In-depth knowledge of banking/cards operations, regulations, and industry best practices
• Demonstrated ability to develop and implement effective operational strategies and processes.
• Strong leadership and management skills, with the ability to lead and inspire teams.
• Excellent communication, interpersonal, and negotiation skills.

Company Profile:

Salary: Not disclosed

Industry: BPO / ITES

Functional Area:

Role Category:

Employment Type:

Keyskills