Manager – Operations

Job description

Essential duties and responsibilities:

1. This position is accountable for managing the Treasury Management team.
2. Subject Matter Expert in Treasury Management/Accounting/Banking/Wires/Closing.
3. Manage and lead the Treasury Management team, including hiring, training, and performance management.
4. Provide guidance, support, and supervision to ensure the team's productivity and adherence to company standards.
5. Evaluate all banking documents to assess risk and determine whether to proceed with the request.
6. Ensure that processes and procedures are in compliance with company policies, industry regulations, and legal requirements.
7. Prepare and present reports on performance, including key metrics, trends, and risk exposure.
8. Collaborate with other departments, such as claims, sales, and legal, to resolve issues, share information, and improve overall company performance.
9. Stay updated on industry regulations, market trends, and emerging risks.
10. Hold regular one on one meetings, provide regular and constructive feedback to the team members
11. Staffing & Attrition management
12. Weekly/Monthly Reporting to management
13. Be responsible for end-to-end customer experience, supporting cross department initiatives to drive improvements, improve efficiency and reduce complaints.
14. Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
15. Enhance the quality of client interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions
16. Break down objectives into actionable and track for timely delivery and monitor to ensure that the objectives of the project have been met.
17. Check with the Training and Quality team for standardization and quality of delivery
18. Intermediate level proficiency in creating Excel Macros and Dashboards
19. Working knowledge on Salesforce

The ideal candidate for this role would have:

1. Efficient team management & leadership qualities
2. Good verbal & written communication skills along with active listening
3. Organizational, teamwork, and customer service skills
4. A Team Leader in a BPO for the last 2 years, at least
5. Strong skill sets on Attrition, Shrinkage, SLA, AHT, Occupancy, MBR & QBR
6. Ability to multi-task, set priorities & manage time effectively
7. Attention to detail
8. Industry ITES / BPO / KPO / LPO / Customer Service / Operations Work Experience 7 – 10 Years
9. Qualification: Bachelor’s Degree
10. 24/7/365 availability, including a willingness to work on weekends, and outside of the standard workday
11. Must be a quick learner and possess strong leadership skills
12. Strong time management, prioritization, work organization and multitasking skills with a drive for efficiency, accuracy and risk management controls required