Banking Operations Leader: Process & Client Delivery

Wipro; Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Wipro in Philippines is seeking an experienced operations lead to manage banking contact centre activities. You will oversee day-to-day customer servicing, resolve issues, and drive productivity and process improvements while coordinating with senior management.

The role requires 8–10 years in banking operations with 6–7 years in UK/US banking contact centres, and oversight of a 50 FTE team. Strong communication and governance participation are essential.

Qualifications

• 8 to 10 years of banking operations experience.
• Min 6-7 years in Banking contact centre ops UK/US.
• Experience in managing call centre Operations.

Responsibilities

• Managing customer servicing process on a day to day basis
• Independently resolve outstanding issues and communicate/escalate problems to Senior Management.
• Driving productivity and efficiency
• Analysis of reports and determine authenticity of the report, and ability to identify significant variances.
• Complete ownership of deliverable of team and handling escalations.
• Attend daily calls with customer and explain the status/ progress of deliverables
• Respond to customer queries on deliverables
• Help team members to fix the issues in daily activities
• Act as first level of escalation on delivery issues
• Ensure all reference data related activities are completed as per client expectations
• Meet the TAT and error free delivery
• Contribute to process streamlining and improvement
• Plan and prioritize all projects handled by the team.
• Ensuring Checklist, Metrics and EOD activities are completed and signed off.
• Ensuring timely updates/review of SOPs, Issue Logs
• Ensure adherence / Managing KPI and SLAs on ongoing basis
• Monitoring and ensuring closure of daily/weekly and monthly deliverables in various aspects of aged outstanding items
• Maintenance of escalation policies
• A proactive approach to problem solving, taking ownership of issues and having the determination to follow things through
• Ensure attritions targets are not breached2. Managing a team of agents in customer driven environment
• Actively participate in governance calls with the clients for effective process management
• Manage operations through end to end planning, metrics review and root cause analysis
• Manage Client relationship as part of operations delivery;
• Drive change by successful implementation of process improvement recommendations
• Review overall staff performance and recommend training needs

Skills

Banking operations

Team management

Regulatory guidelines

Customer service

Communication skills

Job description

Wipro in Philippines is seeking an experienced operations lead to manage banking contact centre activities. You will oversee day-to-day customer servicing, resolve issues, and drive productivity and process improvements while coordinating with senior management.

The role requires 8–10 years in banking operations with 6–7 years in UK/US banking contact centres, and oversight of a 50 FTE team. Strong communication and governance participation are essential.