Our client is a leading MNC Bank. They are hiring Operations Manager-Onshore located at Mumbai. The incumbent will be managing operations for the bank's Australian operations customer service requirements.  This role will be responsible for the day to day relationships & operations with our onshore operations and ensuring outstanding results are achieved for our Customers. The Service Head role entails managing a team size of 100 – 150 Phone Officers.  Job Responsibilities:  - Oversee tracking of staffing levels and attrition and make recommendations for hiring of staff as required to meet business objectives  - Lead, motivate and develop frontline Team Leaders and foster a culture of teamwork and performance.  - Provide relevant information which allows the delivery of standard and ad-hoc reporting to Business groups.  - Act as the primary point of contact for all complaints, enquiries and issues  - Ensuring the delivery and tracking of contractual obligations eg. Critical metrics, compliance requirements, and COB tracking.  - Working closely with the Change Management Team, MIS Team and CPCC to ensure that capacity plans are correct and there is no adverse impact to operations  - Monitor and control budget expenditure in line with plan and escalate to Head of CitiPhone any significant financial impacts that may affect budget performance  - Creating a culture of performance where Sales and Service metrics are consistently delivered and nonperformance is effectively addressed  DRs : 5 – 7 Team Leads ; Overall team Size : close to 100  Qualification  - Understanding of Australia financial products and systems would be an advantage.  - Minimum 3 years management experience in an inbound sales and service call centre  - At least 12 months previous relationship management experience  - Relevant tertiary qualifications desirable.  - Knowledge of inbound call centre industry best practices and metric calculations  - Proven track record of delivering Sales and Service metrics.  - Proven track record of driving NPS & FCR.  Please call at 9920433655

Mumbai

Service Head/Operations Manager - Onshore - Bank - BPO 

Service Head/Operations Manager - Onshore - Bank - BPO  ,Job Description for Service Head/Operations Manager - Onshore - Bank - BPO  in Apex Talent in  Mumbai for (10-15) years of experience. Apply Now!

Job Description for Service Head/Operations Manager - Onshore - Bank - BPO  in Apex Talent in  Mumbai for (10-15) years of experience. Apply Now!