Key skills
Banking and Finance Industry
Strong leadership
US Mortgage
US Banking
voice account
Delivery Excellence
Analytical
Job Title: Group Manager-Operations
Campaign: Banking & Financial Services
Work set-up: Onsite, Quezon City
Work schedule: Night shift
Salary: PHP 120k-150k
Target start date: ASAP
QUALIFICATIONS:
• Must have 5+ years' strong experience as an operations Manager or 2 years as a Senior/Group -Operations Manager in a Contact Center/ Banking and Financial environment.
• Have experience managing 100 + FTE's.
• Strong knowledge of the US mortgage cycle.
• Experience in managing Voice Accounts preferably in US banking and financial services
• Amenable to work in a night-shift schedule
• Amenable to be assigned to Quezon City site
RESPONSIBILITIES:
• Delivery Excellence: Understand and follow all operational and procedural related activities and tasks to deliver as per SLAs
• Analytical Thinking & Problem Solving: Spots anomalies and aberrations and solutions for the same; gets into the root cause in a structured way analyzing the causes as well as applying understanding of the context and scenarios to identify the cause of these anomalies.
• Process Knowledge: Understanding of the business process and the ability to identify process gaps.
• Business Reporting—Source and interpret reporting diagnostics to better drive and enhance business performance and outcomes and ensure business objectives/targets are achieved.
• Ensure actions are in place to address anomalies.
• General Administration – Analyze intraday reporting and ensure tactical measures for smooth service delivery.
• Capacity management and resource planning – To ensure that 100% billable staff is always available for production.
• Business Relationships – Establish and cultivate a strong business relationship with Partners to collaborate, make decisions, and produce outcomes.
• Communication – Review and deliver effectively with the support functions and Partners on any key messages, business updates, and Team Time agenda items.
• Support function management – Working closely with Training, Quality, Risk, Transformation, WFM, HRBPs, facilities, and IT to ensure effective operations.
• Implement and lead people within the Principles, Code of Conduct and demonstrate the Values of Client First, Integrity, Respect, Collaboration, Learning and Excellence
• People Management: Ability to interact and build good relationships with clients and team members. Creating brainstorming activities to create innovative ideas resulting in value addition.
• Constructive delegation and feedback for directive support. Retention-focused management with strong EWS governance mechanisms.
• Leading and Engaging People: The ability to work effectively in a diverse multi-cultural environment – upwards, with reports and collaboratively across work streams – to engage and lead people and teams to deliver results.
• Reward & Recognition – Celebrate and encourage the Reward and Recognition of team members and peers for outstanding work, KPI, and other achievements.
• Performance/Development – Review of individual and team's performance with Team Managers, discuss individual development plan including progress to and setting of goals.
• Client-Centric Execution: Ability to deliver exactly what was promised to the client based on a clear understanding of client needs. Demonstrating fierce determination, ownership, and intrinsic motivation to meet organization goals and outcomes despite complexities and ambiguity.
• Safety and Wellbeing – Work closely with Leadership and Partners to ensure alignment of work processing practices that drive effective governance and control to ensure mitigation against risks (commercial/brand/reputation/people).