OLA - Associate Manager - Operations - Financial Services Segment

Job Title:

Team Lead- Operations

Department:

OFS - Collections

Business Unit:

Ola Financial Services Pvt Ltd

Reporting to:

Manager - Operations

About Company:

Ola Financial Services, a part of the diversified OLA group is a financial services company having services across domestic and international geographies, OFS has developed various product suits across lending and insurance domains.

OlaMoney (Prepaid Wallet) is a PPI license holder from RBI and is one of the fastest growing Fintech companies in India. It is reinventing this space and simplifying the customer experience for various financial products.

The BNPL (Buy now pay later) business of OFS which has Postpaid, Postpaid + products is one of earliest and the most seamless BNPL services across the country.

OFS has been a market leader in embedded micro insurance

OLA co branded credit card offering with SBI Credit Card is the most rewarding travel credit card and the first of its kind digitally.

Responsibilities:

- Responsible for handling team of Onboarding associates/agents (voice process)

- Responsible for assigning tickets to associates/agents daily

- Ensuring all tickets are successfully closed for the day

- Responsible for controlling TAT, AHT, Quality of Tickets Closed

- Responsible for managing Team attrition & shrinkage

- Responsible for Coaching Team members and carrying out daily team hurdles on time

- Responsible for maintaining a motivated Team

Experience:

- 3-5 years of experience in handling non-voice team in domestic contact centre / BPO operations

- An ability to quickly understand and solve new problems

- Negotiation and conflict management

- Strong interpersonal skills

- Excellent data interpretation

- Stress tolerance

- Need no external push to be motivated

- Ability to motivate and lead a team

Qualifications:

- Graduate / Post Graduate (Not Mandatory)