BPO Operations Leader, Banking | QC

About this role

Start Date: ASAP
Work Location: Quezon City
Work Arrangement: 100% Onsite

Job Description:
Must have Bachelor’s degree
Must have 8 to 10 Years of banking operations experience
Min 6 years Senior leadership experience in Banking contact center ops UK/US
Experience in banking customer service preferred Experience of having managed team of agents with a span of 50 FTE
Ability to build & motivate teams
Understanding of regulatory guidelines/ laws applicable in banking industry
Ability to manage Client escalations and Client relationships Excellent oral and written communication and listening skills.

Responsibilities:
Managing customer servicing process on a day-to-day basis
Independently resolve outstanding issues and communicate/escalate problems to Senior Management
Driving productivity and efficiency
Analysis of reports and determine authenticity of the report, and ability to identify significant variances.
Complete ownership of deliverable of team and handling escalations.
Attend daily calls with customer and explain the status/ progress of deliverables
Respond to customer queries on deliverables
Help team members to fix the issues in daily activities
Act as first level of escalation on delivery issues
Ensure all reference data related activities are completed as per client expectations
Meet the TAT and error free delivery
Contribute to process streamlining and improvement
Plan and prioritize all projects handled by the team.
Ensuring Checklist, Metrics and EOD activities are completed and signed off.
Ensuring timely updates/review of SOPs, Issue Logs
Ensure adherence / Managing KPI and SLAs on ongoing basis
Monitoring and ensuring closure of daily/weekly and monthly deliverables in various aspects of aged outstanding items
Maintenance of escalation policies
A proactive approach to problem solving, taking ownership of issues and having the determination to follow things through
Ensure attritions targets are not breached2. Managing a team of agents in customer driven environment
Actively participate in governance calls with the clients for effective process management
Manage operations through end to end planning, metrics review and root cause analysis
Manage Client relationship as part of operations delivery;
Drive change by successful implementation of process improvement recommendations
Review overall staff performance and recommend training needs