Senior Operations Manager for Fintech Team
3 weeks ago
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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