Head of Operations

1 week ago

Mumbai, India GCC Exchange Full time

Job Description:


We are seeking a strategic and experienced Head of Operations & Call Center to lead the operational and customer service teams of our Remittance and Forex business. This senior leadership role is crucial to overseeing the efficiency and effectiveness of both our operational processes and call center teams, which will serve as a shared service center supporting our global operations. The ideal candidate will ensure seamless day-to-day operations, maintain high-quality customer service standards, and foster continuous growth in the business's remittance and forex services.


Key Responsibilities:


System Setup & Agent Management:

  • Oversee the creation and setup of master accounts, branch accounts, and commission structures.
  • Configure account sharing and manage corridor permissions to ensure smooth operations.
  • Ensure regular balance confirmations with accounts.


Agent Training & Support:

  • Train sending agents on the use of the GCC Remit web portal.
  • Provide training for payout agents to effectively use the web portal for payouts.
  • Offer ongoing support to agents to resolve system-related queries.


FX Rates Monitoring & Management:

  • Collaborate with the treasury team to ensure competitive FX rates for sending agents.
  • Continuously monitor and analyze FX margins to maintain competitiveness.


Agreement & Documentation Management:

  • Review, prepare, and finalize agreements and addendums for both sending and receiving agents.


Daily Operations & Issue Resolution:

  • Respond to queries from sending agents, including system issues, rates, limits, and service delays.
  • Handle requests for new corridor access and resolve service-related issues with payout partners.
  • Work with internal departments (customer support, accounts) to address service issues, fund shortages, and technical challenges.


Staff Leadership & Coordination:

  • Lead and manage operational and call center staff to ensure smooth business operations.
  • Coordinate across teams to ensure efficiency, alignment, and successful issue resolution.


Cross-Team Collaboration & Compliance:

  • Follow up with agents to ensure pending documents are submitted for compliance.
  • Work closely with customer service, compliance, and accounts teams to expedite agent queries and improve operational efficiency.


Payout Flow Management:

  • Manage transaction flows, activating or rerouting transactions to payout agents based on rates, service quality, and fund availability.


Account & Corridor Management:

  • Identify opportunities to expand corridors for sending agents and improve service offerings.
  • Engage with agents showing declining business to understand challenges and offer solutions.
  • Work with internal teams to find innovative solutions to operational issues.
  • Negotiate with payout partners to secure favorable FX rates and reduce costs.


Call Center Management:

  • Lead the call center team, ensuring high levels of customer satisfaction and operational efficiency.
  • Develop and implement call center strategies to handle inbound and outbound customer inquiries related to remittance and forex services.
  • Monitor and maintain service levels, ensuring timely responses to customer queries and resolution of issues.


Qualifications:

  • Proven operations management experience in remittance, forex, or financial services industries with 6-10 years of experience
  • Strong leadership skills with the ability to manage both operational teams and call center functions.
  • In-depth understanding of FX rates, agent management, and customer service operations.
  • Exceptional problem-solving, negotiation, and communication skills.
  • Ability to manage complex tasks and teams in a fast-paced environment.


What We Offer:

  • Career growth opportunities in a dynamic and growing business.
  • A collaborative work environment that values innovation and excellence.


If you're an experienced operations leader from BFSI with a passion for the remittance and forex industries and a drive for operational excellence, we’d love to hear from you. Apply now to join our team and make a significant impact

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