Senior Manager – Operations

Senior Manager – Operations

Vision Unlimited

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sla management, growing teams, people management

Job Description
Roles and Responsibilities

As Senior Manager – Operations, the incumbent would be overseeing the below functions:
1) Clients Services Group – the Contact Center for our proprietary financial products. The team is responsible for addressing client queries & issues related to servicing of their accounts with those products
2) Compliance Operations takes care of Compliance activities, which is broadly as below, but not limited to:
a) Enrollment Activation through Validations
b) Suspicious Activity Reporting
c) Checklist Monitoring
d) Other Compliance-related Tasks
3) Subscriber Services Group – providing administrative services that our Subscribers would require. This would include, however, not limited up to Tasks Creations, Processing Completions/Graduations, Document Capture & Outbound voice process to set up Check By Phone, Web Payments with creditors.
Responsibilities: Ability to coordinate with different teams and take on responsibility of the Operations overall. Oversee Real-time Management of Operation & Customer Interaction, Staffing Level requirements, Hiring, Forecasting and Workplace Scheduling. Responsible for career development/planning, Performance appraisal and pay discussions of team members. Provide hands-on assistance to team in case of problems, both, through direct intervention and mentoring. Be a single point of contact with the Customer, team and the senior management through effective communication on key deliverable and soft issues. Productivity SLA management for the Queue/ Quality management: Ensuring Process Compliance, Preventive Action Planning, audits.

Desired Candidate Profile

Desired Qualification: MBA/PG/Graduate with 12+ years of experience with strong Operational and People Management skills in Call Center/BPO industry
Should have minimum 3 years of experience as a Manager spearheading Transformation and Transition opportunities.
Displays strong understanding of the Payments Industry.
Should have working experience in handling Inbound/Outbound Customer Service preferably from Financial/Banking Services Industry.
Should also have at least 5 years experience in leading/heading Back Office Operations for the financial services industry businesses.
Has strong Dialer/IVR/CRM Knowledge & possesses ability to propose and facilitate solutions regarding effective usage.
Has proven track record of growing teams by creating engaging relationships with clients.
Understands Staffing Level Requirements and can work on Capacity Scheduling in accordance with the same.
Displays good understanding of effective utilization of Capacity, wherein, has demonstrated effective deployment of Cross-Pollination and moved around existing capacity to take on newer transitions.
Proficient with Reporting Skills using Excel, SQL etc. and has strong working knowledge of Google, MS Office Suite etc.
Excellent interpersonal skills and the ability to effectively collaborate with others in a cross-functional team.
Displays strong Executive Presence to be able to conduct purposeful communication forums with Stakeholder Group.
Ability to analyze and use data to make thoughtful prioritization decisions.
Ability to learn quickly and communicate proactively and effectively in writing, and verbally
Should have scored 60% & above throughout academics.
Good Communication Skills (English USA)
Sensitization in American Culture
Open to work in Night Shift

Other details
Department:Sales / BD, General / Other SoftwareIndustry:IT – SoftwareSkills:sla management, growing teams, people management, preventive action, back office, accountancy, ms office suite, mis, back office operations, senior management, people management skills, ltd, contact center, customer service, management skills, finance, ms office, sales, document capture, voice processEducationOther MBA/PGDM (Operations)

Recruiter detailsCompany Name: Vision UnlimitedCompany Description:
Company Profile
Vision Unlimited

Our client is a rapidly growing Silicon Valley based Financial Technology Company focused on creating secure and compliant payment solutions for leading debt settlement companies in the US. They build state of the art product solutions for the Fintech space at their Development Center located in Rajiv Gandhi IT Park, Chandigarh.
Company Info