Banking Operations Manager - Collections & Delivery

Wipro; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Wipro seeks an experienced banking operations leader with extensive call centre experience in a high-volume environment. The role focuses on day-to-day collection servicing, issue resolution, and driving productivity and efficiency across a team of agents.

You will ensure KPI/SLA adherence and participate in governance calls with clients. Ideal candidate has 8–10 years in banking operations, exposure to UK Banking/Collections, and a university degree.

Qualifications

• 8 to 10 years of banking operations experience.
• Min 6-7 years in Banking contact centre ops. Exposure to UK Banking / Collections
• Experience in managing call centre operations and leading teams
• Ability to communicate clearly and escalate to senior management.
• Meet the TAT and error free delivery.
• Strong governance and KPI/SLA management.
• University graduate in any discipline.
• Exposure to UK Banking / other vertical Collections is a plus.

Responsibilities

• Managing collection customer servicing process on a day-to-day basis
• Independently resolve outstanding issues and communicate/escalate problems to Senior Management.
• Driving productivity and efficiency
• Plan and prioritize all projects handled by the team.
• Ensuring adherence / Managing KPI and SLAs on ongoing basis
• Managing a team of agents in customer driven environment
• Actively participate in governance calls with the clients for effective process management
• Drive change by successful implementation of process improvement recommendations

Skills

Call centre operations

Team leadership

Client relationships

Regulatory guidelines

UK Banking

Banking experience

English communication

60 FTE management

Education

University graduate

Job description

Wipro seeks an experienced banking operations leader with extensive call centre experience in a high-volume environment. The role focuses on day-to-day collection servicing, issue resolution, and driving productivity and efficiency across a team of agents.

You will ensure KPI/SLA adherence and participate in governance calls with clients. Ideal candidate has 8–10 years in banking operations, exposure to UK Banking/Collections, and a university degree.