Senior Operations Manager for Fintech Team

3 weeks ago


Mumbai, Maharashtra, India Recruitas Full time

Job Summary


We are seeking a highly skilled Senior Operations Manager to join our Fintech team. As a key member of our leadership team, you will be responsible for leading and mentoring a team of operations professionals to achieve exceptional results.


Key Responsibilities



  • Drive process performance to achieve and exceed SLA deliverables
  • Meet Shrinkage, Productivity, and attrition targets
  • Manage dips in performance with adequate reinforcement plans
  • Perform root cause analysis to identify key defects and create action plans
  • Provide direct customer support and answer client queries/complaints
  • Create and publish operations-related reports
  • Discover training needs and support in training to provide coaching
  • Collaborate with support groups to improve agent profiling and performance

Requirements



  • Near-native language skills with manageable English skills
  • Computer literate with typing skills of 50 wpm with 90% accuracy
  • Excellent people management skills with experience in previous roles
  • Good experience in MS Office and presentation skills
  • Strong experience in customer support and customer relationship management
  • Ability to drive initiatives with creativity and a long-term vision


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