Assistant Manager - Operations

Position: Assistant Manager Operations

Location : Bangalore (MTP Bangalore)

Experience : 4+ years of experience

Open to work in UK shifts

Need people from international banking domain with excellent communication skills. Experience is collections is an added advantage.

Roles & Responsibilities :

- Good people manager skills/Demonstrated ability to lead people and drive results.

- Knowledge of Operational Banking risks & UK regulations

- Ability to organize and manage multiple priorities.

- Highly analytical and has excellent communication skills

- Deliver flawless Customer Service

- Have good understanding of quality tools and demonstrate commitment to quality

- High degree of proficiency in PowerPoint, Excel and Word

- Knowledge on banking domain is mandatory

- Experience in managing voice processes (Inbound/Outbound)would be preferred

- Quality of recommendations for continuous improvement/implementation of changes

- Motivation and efficiency of team including ongoing development

- Knowledge on Risk Governance/Six Sigma Trained/Certified and awareness on Lean Methodology would be added advantage

Key Responsibilities :

- Leadership - Manage a team of Band 3, 4, 5 Associates

- Responsible for the team management with respect to all performance / employment issues.

- To provide strong leadership support, generating high performance in self and team members through continual monitoring against performance expectations. To maintain strong relationships with Clients, in delivering optimal product support, whilst ensuring excellence in customer service

- Work as a Single point of contact for all non-operations departments and identify, evaluate & co-ordinate operational, Admin, IT and HR issues. Forward non-resolvable issues to D.M. / O.M.

- To provide team information and administration to relevant support teams to ensure contact volumes are adequately planned, that records are kept up to date and that occupancy is maximized is adhered to in order to meet service levels requirements.

- Manage day-to- day service delivery, workload management, knowledge resources and on-going training, coaching and development.

- Compliance and quality assurance with a focus on Customer Service and Key Performance Indicator (KPI) results as per client contract, so as to meet the organizational objectives.

- Assist with training and updates, and provide direction pertaining to use of systems, policies and procedures, and problem resolution.

- Schedule work, monitoring priority and batching of jobs to ensure smooth workflow. Review, analyze, and correct data entry to ensure final product meets Company or project standards and is comprehensible.

- To identify and manage potential areas for concern and underachievement, adopting an objective and discrete approach in order to reach an effective solution whilst maintaining discipline and morale.

- To effectively communicate business strategy and to ensure that team members are fully briefed on updates/products/services within agreed time scales. Assume complete ownership of driving & managing optimum efficiency, healthy attrition rate & end to end delivery of all SLAs, KPIs & client expectations.

- Hold daily team Meeting (huddles), setting the expectations. Items to be discussed in huddles would include all KPIs

- Quality monitoring & feedback for the team.

- Monthly / Quarterly / Annually Performance Review meetings with DRs.

- Can demonstrate the ability to use techniques and processes to manage, coach and develop individuals and team performance.