Head of Operations

3 days 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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