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Inviting applications for the role of Manager, Operations – Customer Care !

We’re looking for a people-first, data-driven Manager – Operations to lead our inbound voice customer service program for a US banking client. You will own day-to-day delivery, customer experience, compliance adherence, workforce performance, and continuous improvement. The ideal leader blends strong floor management with stakeholder partnership, coaching, and analytical rigor.

Responsibilities

Service Delivery & Floor Leadership

• Own daily operations across multiple pods; manage TLs, SMEs, and QA to deliver Service Level, AHT, FCR, CSAT/NPS, and Quality targets.
• Drive strong schedule adherence, occupancy, shrinkage control, and real‑time response to volume spikes in partnership with WFM.
• Oversee escalations, complex case handling, and timely callback/closure with root-cause prevention.

People Leadership & Capability Building

• Lead, coach, and develop Team Leaders and Agents; run regular coaching huddles, performance reviews, and IDPs.
• Partner with Training/QAuality to strengthen SOP adherence, soft skills, product knowledge, and call-handling behaviors.
• Foster engagement, recognition, and a culture of Accountability → Ownership → Outcomes.

Quality, Compliance & Risk Control (Banking)

• Ensure adherence to client/regulatory standards, guidelines, identity verification protocols, and call-recording controls.
• Conduct process audits, error trend analysis, and implement preventive controls; ensure zero tolerance for data leakage.
• Maintain tight controls on dispute management, sensitive information handling, and consent disclosure scripts.

Business Insights & Reporting

• Publish daily/weekly/monthly MIS & dashboards: SLA, AHT, Abandonment, FCR, CSAT, QA, Attrition, VoC themes.
• Run RCA on performance gaps; convert insights into action plans with owners, timelines, and measurable outcomes.
• Present business reviews to senior stakeholders with a clear narrative, trends, and next-step commitments.

Workforce & Capacity Management

• Collaborate with WFM on forecasting, staffing plans, skilling/cross-skilling, and roster governance.
• Optimize break structures, auxiliary usage, and interval staffing to stabilize SL and abandonment.
• Support hiring with profile definition, assessments, and nesting performance tracking.

Continuous Improvement

• Lead Lean/Six Sigma style improvement projects to reduce rework, transfers, dead-air, and repeat contacts.
• Digitize and standardize SOPs; drive self-service adoption and deflection for repeatable inquiries (where applicable).
• Champion automation opportunities across reporting, QA sampling, and knowledge surfacing.

Qualifications we seek in you!

Minimum Qualifications

• Bachelor's Degree Mandatory
• Experience in contact center with team leadership (AM/Manager TLs) for inbound voice.
• Proven delivery in US banking/financial services or regulated environments.
• Strong command of call-center metrics, coaching frameworks, RCA, and stakeholder management.
• Advanced Excel (pivot, lookup, What‑If), solid PowerPoint storytelling; data-driven decisioning.
• Excellent communication, situational leadership, and crisis management skills.
• Willingness to work US shifts and rotational weekends.

Preferred Qualifications/ Skills

• Problem Solving
• Relevant work experience at a financial institution
• Demonstrates sound decision making
• Ability to work in a dynamic, fast paced environment