Senior Manager - BPO Operations - US Banking Vertical

Senior Manager -BPO Operations (US Banking Vertical)

Provide leadership for the Banking operations vertical along with the Head- BPO Operations.

- Handle Client relations and care to enhance ESAT.

- Ensuring Commercial and Retail line of business is on BAU with required efficiency and TAT.

Seamless delivery :

- Ensure all operational performance metrics for Banking operations are achieved consistently.

- Ensure all operational checks and controls are in place.

- Work with other support and enabling functions to plan and execute operations seamlessly and with minimum disruption to client business operations

Operations excellence :

- Effective process management, process improvement and structured governance.

- Ensure adequate staffing levels, cross skilling and up-skilling of resources within the operations unit.

- Ensure business growth in line with the overall growth objectives of the organization

- Drive and maintain relationships across various customers within the Banking operations vertical

- Periodic review of operations (internal and external) to ensure conformance to accepted standards of service levels.

- Support the Sales and Business Development functions through creating solutions and assisting in creating collateral and participating in RFIs and RFPs

- Drive an improvement culture focusing on value additions and innovation within the operational teams

- Provide an environment conducive for employee retention and motivation to minimize attrition through sustained employee engagement activities.

- Develop and nurture Succession Planning for next level of leadership within team.

- Ensure security, privacy & compliance objectives are achieved and risks are mitigated as per the defined policies and practices.