Operations Manager
4 weeks ago
with hands on experience in the Banking Domain and also the ability for hands-on Support role.Location: Chennai/ThaneExperience: 8 YearsPreferred Immediate to 15 days joinersMode: WFO
Previous experience in Managing day-to-day application support operations of the
24x7 L1 and L2
team in delivering high efficiency and productivity5 years leading
payment gateway systems and managing global teams
and Works with the global Operations team on cross-region (APAC), and cross functional team. Experience in
Hands-on
handling merchant queries, customer requests assignment based on priority, working closely with agents in resolving dependency, blockers, identifying productivity improvement possibilitiesExpert knowledge in terms of
PM methodologies
, PM processes in project execution and project managementProven track of leading at least
20+ FTE’s
. Develop and lead a team of supervisors and agents and conduct performance reviews.Be
Multitasking
and working in a
fast-paced environmentBroad intercultural experience and excellent verbal and written communication skills. Good to have in handling international (APAC) callers.Previous experience interacting with customer executives and
managing escalation
sStrong technical skills in using ticketing tool, logging tool, Monitoring tool, Query Analyzer, basic understanding of Java and API calls, Knowledge of ITIL (Problem/Incident/Change Management)Proficiency in managing
TAT/SLA driven service engagement
, cost improvement initiatives, best practices, reporting and processes, automation opportunities and interface management cross-functionProven proficiency of Core Competencies (Results driven, Team Player, Change Orientation,
Customer Focus
and Self Awareness) on an excellent levelStrive for operational excellence by achieving results beyond expectationMust be able to influence teams without a direct reporting structure. Ability to integrate people, to resolve conflictsConsistency in conducting regular meetings with client to review the performance and address concerns.
Interested Candidates kindly share cv to
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