Bpo Operations Leader, Banking | Qc

Tasq Staffing Solutions; Philippines; On-site; PHP 3,000,000 - 6,000,000; Full time

Job summary

Tasq Staffing Solutions is seeking an experienced BPO Operations Leader for Banking to be based onsite in Quezon City, Philippines. This role demands senior leadership in banking contact center operations with a track record of managing large agent teams and driving service excellence.

The successful candidate will oversee day-to-day customer servicing, escalate and resolve client issues, and drive productivity while ensuring adherence to regulatory guidelines.

Qualifications

• Must have Bachelor's degree.
• 2nd item will be here

Responsibilities

• Oversee daily customer servicing processes.
• Independently resolve outstanding issues and escalate to Senior Management when needed.
• Drive productivity and efficiency across the team.
• Analyze reports to identify variances and validate data authenticity.
• Own deliverables and manage escalation handling for the team.
• Participate in governance calls with clients for process management.
• Plan and prioritize all projects handled by the team.
• Ensure SOPs and issue logs are updated and signed off.

Skills

Senior leadership

Banking operations

Team management

Regulatory knowledge

Education

Bachelor's degree

Job description

BPO Operations Leader, Banking | QC

Company : Tasq Staffing Solutions
Job Type : Full Time
Work Location: Quezon City, Philippines

Description

Start Date:ASAP

Work Location:Quezon City

Work Arrangement:100% Onsite

Job Description:

• Must have Bachelor’s degree


• Must have 8 to 10 Years of banking operations experience


• Min 6 years Senior leadership experience in Banking contact center ops UK/US


• Experience in banking customer service preferred Experience of having managed team of agents with a span of 50 FTE


• Ability to build & motivate teams


• Understanding of regulatory guidelines/ laws applicable in banking industry


• Ability to manage Client escalations and Client relationships Excellent oral and written communication and listening skills.

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