Manager (Front Office Operations) | US Banking Process | iEnergizer

Ienergizer; Dadri; On-site; INR 1,440,000 - 1,760,000; Full time

Job summary

iEnergizer is hiring for a Manager Front Office Operations to lead end-to-end front-office activities for a US Banking process from Noida Sector 60. This role requires hands-on leadership of operations teams and a strong emphasis on service delivery.

You will own KPIs such as SLA, AHT, CSAT and quality, drive process improvements, manage client and stakeholder interactions, and ensure compliant operations in a fast-paced environment.

Qualifications

• Minimum 12 months of documented experience as Manager – Front Office Operations in a US Process.
• Strong experience in US Banking / US Financial Services / Fintech Operations.
• Strong knowledge of Voice / Customer Service Operations and KPIs.

Responsibilities

• Manage end-to-end Front Office Operations for a US Banking process.
• Lead, mentor and manage operations teams to achieve business objectives.
• Ensure achievement of SLA, AHT, CSAT, Quality, Productivity, Shrinkage, Attendance and Schedule Adherence targets.
• Monitor operational performance through MIS, dashboards and business reports.
• Drive process improvement, productivity enhancement and operational excellence.
• Handle client and senior stakeholder interactions, governance calls and business reviews.
• Identify operational risks and implement corrective/preventive actions.
• Ensure compliance with process, client, data privacy and regulatory requirements.
• Manage escalations and ensure timely resolution of customer/process issues.
• Drive employee engagement, performance management and capability development.

Skills

People management

Team leadership

Communication

Analytical skills

Stakeholder management

Tools

MIS dashboards

Job description

Greetings from iEnergizer!

We at iEnergizer are hiring for Manager Front Office Operations to lead and manage front-office operations within a US Banking process environment.

Position: Manager Front Office Operations

Company: iEnergizer Pvt. Ltd.

Location: Noida Sector 60 (Nearest Metro: Sector 59, Noida)

Work Mode: Work From Office

Shift: 10 Hours | 5 Days Working | Rotational US Shift

Experience: Minimum 12 Months as Manager Front Office Operations in a US Banking/Financial Services Process – MANDATE

Compensation: Up to 16 LPA

Cab & Meals: Not Provided

Key Responsibilities:

• Manage end-to-end Front Office Operations for a US Banking process.
• Lead, mentor and manage operations teams to achieve business objectives.
• Ensure achievement of SLA, AHT, CSAT, Quality, Productivity, Shrinkage, Attendance and Schedule Adherence targets.
• Monitor operational performance through MIS, dashboards and business reports.
• Drive process improvement, productivity enhancement and operational excellence.
• Handle client and senior stakeholder interactions, governance calls and business reviews.
• Identify operational risks and implement corrective/preventive actions.
• Ensure compliance with process, client, data privacy and regulatory requirements.
• Manage escalations and ensure timely resolution of customer/process issues.
• Drive employee engagement, performance management and capability development.

Eligibility Criteria:

• Minimum 12 months of documented experience as Manager – Front Office Operations in a US Process – MANDATE.
• Strong experience in US Banking / US Financial Services / Fintech Operations preferred.
• Strong understanding of Voice / Customer Service Operations and operational KPIs.
• Proven experience in people management and team leadership.
• Strong client handling, stakeholder management and communication skills.
• Excellent analytical and decision-making abilities.
• Strong knowledge of SLA, AHT, CSAT, Quality, Productivity and Schedule Adherence.

Selection Process:

HR Screening Operations Interview Process Owner Round Salary Discussion & Closure Onboarding

Candidates shortlisted through online interviews will be required to attend a mandatory Face-to-Face Interview before final compensation discussion and offer rollout.