Operations Manager
1 month 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 escalation s
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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