Banking Voice Delivery Manager - Mumbai - GO/JC/4577/2026

Golden Opportunities; Mumbai; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Golden Opportunities in Mumbai seeks a Banking Voice Delivery Manager to lead a team in a banking voice environment. The role focuses on KYC/AML compliance, customer service excellence, and KPI-driven performance in a circle of BPO/KPO processes.

The candidate should have 10+ years in banking voice operations, strong supervisory skills, and a penchant for meeting challenging service targets. Work is office-based with shift flexibility.

Qualifications

• 10 years experience in banking voice environment in KYC / AML / Fraud voice process.
• Strong supervisory/management experience in an operational environment.
• 15 years regular stream of education mandatory.

Responsibilities

• Lead the team to achieve KPIs through regular meetings, floor walks, and daily tracking.
• Ensure timeliness and quality, training, and adherence to policies and controls.
• Domain exposure in Banking/KYC with performance management of team and individuals.
• Provide feedback, coaching and drive first-class customer service delivery.
• Resolve conflicts between customers and banks and handle escalated queries.
• Utilize systems to progress decisions that are customer-focused and profitable.
• Prepare management reports and seek improved data gathering methods.

Skills

Team Management

Banking

KYC

KPI Management

Customer Service

Quality Management

Education

Bachelor's degree in a relevant discipline

Commerce or related discipline

Postgraduate qualification preferred

Job description

Job Title – Banking Voice Delivery Manager

Job Location – Mumbai

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 relevant discipline. Commerce or a related discipline; a postgraduate qualification is preferred.

Specific Remarks: 15 years regular stream of education mandatory

Candidate Expectations

10 years experience in banking voice environment in KYC / AML / Fraud voice process

Strong supervisory/management experience in an operational environment.

Detailed Job Description

Managing the team to deliver to KPIs, by regular team meetings, floor walks, daily tracking and monitoring of performance against targets, encouraging an environment which best promotes cultural values and behaviours, ensuring the team have the appropriate training, skills and knowledge to be able to provide best customer services on every occasion, and are motivated to deliver against challenging standards of service targets.

Manage the work of the team to ensure that timeliness and quality is the underlying principle of all process under their control, and to ensure that the team works within their job descriptions and adheres to relevant policies, processes and controls. This includes reviewing call monitoring and Quality

Domain exposure ( Banking / KYC) with effective performance management of team and individuals to ensure Key Performance Indicators, targets and objectives are met. Provide feedback, support and guidance where necessary. Lead, Coach and Support the effective performance of the Team to provide a level of customer service to both internal and external customers that ensures first class customer focus and delivery (including first line management of employee attendance, appraisals, performance, discipline and grievance – instigating/conducting informal & formal measures when appropriate).

Resolve conflict between customer and bank, and maintaining team credibility, including handling escalated queries/complaints.

Make full use of systems to progress decisions that are right for the customer, profitable to the company and the performance of the team.

Preparation of management reports and information, utilising and developing alternative/improved methods of gathering information, to allow more effective reporting.

Key Skills

Team Management / Banking / KYC / KPI Management / Customer Service / Quality Management

Shift

Candidate should be flexible with shifts