Operations Manager
5 days ago
Skill: Operations Manager
with hands on experience in the Banking Domain and also the ability for hands-on Support role.
Location: Chennai/Thane
Experience: 8 Years
Preferred Immediate to 15 days joiners
Mode: WFO
- Previous experience in Managing day-to-day application support operations of the 24x7 L1 and L2 team in delivering high efficiency and productivity
- 5 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 possibilities
- Expert knowledge in terms of PM methodologies, PM processes in project execution and project management
- Proven 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 environment
- Broad 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 escalations
- Strong 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-function
- Proven proficiency of Core Competencies (Results driven, Team Player, Change Orientation, Customer Focus and Self Awareness) on an excellent level
- Strive for operational excellence by achieving results beyond expectation
- Must be able to influence teams without a direct reporting structure. Ability to integrate people, to resolve conflicts
- Consistency in conducting regular meetings with client to review the performance and address concerns.
Interested Candidates kindly share cv to Sharadha.s@brillio.com
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