Operations Manager

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

Job Description:

Experience in underwriting and payouts experience preferred but can be good to have.

Experience

8 to 10 Years of banking operations experience

Experience Breakup

Min 6-7 years of experience in Banking contact centre ops UK/US

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

1. Experience in managing call centre Operations.
2. Experience in banking customer service preferred Experience of having managed team of agents with a span of 50 FTE
3. Ability to build & motivate teams
4. Understanding of regulatory guidelines/ laws applicable in banking industry
5. Ability to manage Client escalations and Client relationships Excellent oral and written communication and listening skills.