Manager- Banking

candidate profile

Should have 8-12 years of experience in
BPO Banking Operations- preferably US
Banking operationsExcellent grasping powers able to
understand the various processes.Excellent verbal and written communication
skill.Should have strong Microsoft Office skills
(excel in particular).Willing to work in 24/7 environment.Ability to work in flexible work schedule,
including holidays & weekends.Should be open to travel for business
requirements.Should have experience of processing and
checking back office transactions.Should have good understanding of banking
and financial services


S/he should be able to meet the quality,
productivity targets & defined timelines to ensure Service Level Agreements
(SLAs) and ensure there is no penalty due to miss in SLA’s.S/he should ensure accuracy in the reports
submitted and demonstrate a high level of commitment to service quality and
teamwork within the unit/department.Constantly monitor & review performance
metrics for achievement of project objective.Should be able to establish and maintain
relevant controls and feedback systems to monitor the operation of the
departments.Should be able to manage 24x7 contact
center operations teams and responsible for maximizing efficiency and occupancy
while meeting service objectives.Prepare timely daily/weekly/monthly
reporting on contact center key performance indicators. Should be able to plan
for and implementing existing & new projects.Effectively plan transactional volumes and
human resources needs to meet the budgeted revenue requirement and maintain
relevant controls and feedback systems to monitor the operation of the
department.Should be able to develop a strategy for
the team members to reach their goal and manage the flow of day-to-day
operations.Should be able to facilitate problem
solving and collaboration and maintain healthy group dynamics.Ensure tracking & measuring process
performance and team performance, reporting effectively.Should be able to establish and maintain
relevant controls and feedback systems to monitor the operation of the team. S/he should attempt/complete Six Sigma
projects either individually. Should attempt small steps that will lead to
improvements in any other performance measures such as volume or transactions,
reduction in rejection rates, reduction in audit observations.Good exposure in quality - S/he should have
completed Kaizen or Lean projects in operations.Collection and analysis and reporting of
historical center performance statistics.Should have an understanding of billing
& Finance to manage the project deliverables and profitability.Identify best practices in the project to
improve process and quality and ensure no audit report observations that are
attributable to individual's tasks.Should be able to deal with business and
customer escalation effectively and pro-actively estimating issues and
resolving them before they lead to escalation.S/he will be responsible for client call
setups, client management, handling client queries, suggesting process
improvements.Aid pre sales team to prepare, write and
present business proposals. Maximize opportunities from account and
convert them into projects.Should facilitate revenue growth. Should be able to plan and improve Margin.