Banking International Voice Delivery Manager

Golden Opportunities; Mumbai; Vor Ort; INR 500.000 - 700.000; Vollzeit

Zusammenfassung

Golden Opportunities is seeking an experienced team lead for an International Banking Voice process focused on KYC/AML and fraud. You will manage a high-performance team, drive KPIs, and ensure strict adherence to process controls while maintaining exceptional customer service.

The role requires 10 years in banking voice environments and strong supervisory experience, with flexibility for shifts in an office-based setting across India.

Qualifikationen

• 10 years of experience in banking international voice environments (KYC/AML/fraud)
• Strong supervisory/management experience in operations
• Flexible with shifts and able to lead a team to KPI targets

Aufgaben

• Lead and manage the team to meet KPIs through regular meetings, floor walks, and daily tracking.
• Oversee timeliness and quality, ensuring adherence to policies and processes.
• Perform monitoring and quality reviews (KYC/Banking) with performance management.
• Provide feedback, support, and coaching to enhance performance.
• Handle escalated queries/ complaints and resolve conflicts to protect customer focus.

Kenntnisse

International voice process

Banking voice

KYC voice

Team management

Process improvements

Voice operations

Inbound

Outbound

Ausbildung

Bachelor's degree in a relevant discipline

Postgraduate qualification preferred

15 years regular stream of education mandatory

Jobbeschreibung

• Work Model Work from Office
• Candidate Industry BPO / KPO / GBS / GCC / GSS / Captive Shared Services
• Candidate Location Anywhere in India
• Education and Certification Qualification Bachelor s degree in a relevantdiscipline.
• Commerce or a related discipline; a postgraduate qualification ispreferred.
• Specific Remarks: 15 years regular stream of education mandatory
• Candidate Expectations 10 years experience in banking international voice environment in KYC / AML / Fraud voice processStrong supervisory/management experience in an operational environment.

Job Description

• Managing the team to deliver to KPIs, by regular team meetings, floorwalks, daily tracking and monitoring of performance against targets, encouraging an environment which best promotes cultural values and behaviours, ensuring theteam have the appropriate training, skills and knowledge to be able to providebest customer services on every occasion, and are motivated to deliver againstchallenging standards of service targets.
• Manage the work of the team to ensure that timeliness and quality is theunderlying principle of all process under their control, and to ensure that theteam works within their job descriptions and adheres to relevant policies,processes and controls.
• This includes reviewing call monitoring and QualityDomain exposure ( Banking / KYC) with effective performance management ofteam and individuals to ensure Key Performance Indicators, targets andobjectives are met.
• Provide feedback, support and guidance where necessary.
• Lead, Coach and Support the effective performance of the Team to provide alevel of customer service to both internal and external customers that ensuresfirst class customer focus and delivery (including first line management ofemployee attendance, appraisals, performance, discipline and grievance instigating/conducting informal & formal measures when appropriate).
• Resolve conflict between customer and bank, and maintaining teamcredibility, including handling escalated queries/complaints.
• Make full use of systems to progress decisions that are right for thecustomer, profitable to the company and the performance of the team.
• Preparation of management reports and information, utilising anddeveloping alternative/improved methods of gathering information, to allow moreeffective reporting.
• Shift: Candidate should be flexible with shifts
• Mandatory Skills :International voice process, banking voice, KYC voice, team management, process improvements, voice operations, banking voice, inbound, outbound
• Good to have:Team Management / Banking / KYC / KPI Management / Customer Service / Quality Management/Lean six sigma certification