Bpo Manager

4 weeks ago

Gurgaon Haryana, India NTT DATA Full time

Roles and Responsibilities Support the accomplishment of all contracted service level targets agreements Manage monthly and ad-hoc agent coaching and feedback Assist in daily weekly and monthly quality assurance activities Provides day to day support to the team and handle first level escalations as they arise or are assigned Maintain a strong understanding of all tasks within the department including expert knowledge of the Chargeback lifecycle and the various reason codes Identify opportunities to improve the efficiency and effectiveness of business processes and recommend to management Identify areas of opportunity for staff to develop knowledge skills competencies necessary to complete their roles Oversee and aid in new hire training and onboarding Contribute to continuous learning activities promoting knowledge and skill development within the team Assist in keeping all team members informed and up to date about all relevant and useful information Act as a subject matter expert on projects initiatives Act as a champion to the staff by raising ideas concerns that contribute to the overall betterment of the team Maintain relationships with internal and external clients Frequent review of the MasterCard Worldwide Chargeback Guide to update and maintain knowledge of conditions and requirements for recovery purposes Ensure excellent customer service resolving customer complaints and issues in a timely and professional manner Oversee daily branch operations including transactions customer interactions and cash handling Identify and mitigate potential risks ensuring compliance with banking regulations and policies Monitor and evaluate team performance providing feedback and coaching to improve productivity and efficiency Experience Needed Banking Experience Typically 10-12 years of experience in a banking environment preferably in a supervisory or leadership role Domain Experience Should have managed AML Process for minimum 3 years and should have experience in Finance Transaction settlement Reconciliation Credit offline Customer service Investigator Leadership Skills Proven leadership skills with experience in managing teams and motivating staff Customer Service Excellent customer service skills with experience in resolving customer complaints and issues Operational Knowledge Strong knowledge of banking operations including transactions cash handling and risk management Regulatory Compliance Familiarity with banking regulations and policies ensuring compliance and risk management Communication Skills Excellent communication and interpersonal skills with ability to interact with customers staff and management

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