Senior Operations Team Manager
1 day ago
About Us:
At Commonwealth Bank, we strive to make a positive impact on our customers' financial wellbeing. Our focus is on helping people and businesses achieve their goals and aspirations.
Job Overview:
This is an exciting opportunity to join our team as an Operations Business Lead in Bangalore. As a key member of the Direct Banking team, you will play a vital role in ensuring high-quality customer interactions and driving business performance targets.
Main Responsibilities:
- Develop and implement coaching and development strategies for your team to meet business performance targets and standards.
- Collaborate with the business to identify opportunities for process improvements, value adds, and insights.
- Lead by example and demonstrate excellent customer service skills to ensure consistency across the team.
- Manage call centre metrics, including adherence to schedule, quality requirements, and productivity measures.
- Conduct regular chat reviews and provide constructive feedback and coaching to employees.
- Escalate complex enquiries and manage them within your area of control, providing expert advice and guidance when needed.
- Assist in implementing policies and procedures to ensure effective contact centre operations.
- Maintain effective stakeholder relationships within and across businesses.
Key Requirements:
- Minimum 1-3 years of customer support experience.
- Self-motivated individual with a passion for leading and inspiring teams to thrive and deliver results.
- Flexible to work in a 24/7 rotational shift environment.
- Lending knowledge/experience is desirable.
- Demonstrated team leadership, coaching, and people management skills.
- Able to perform well in an ambiguous, fast-paced, and highly regulated environment.
About You:
- You are a collaborative team player who understands shared success.
- You are passionate about customer satisfaction and can show initiative and problem-solving skills.
Educational Qualifications:
- Any graduation qualification.
Estimated Salary Range: ₹800,000 - ₹1,200,000 per annum, based on experience and qualifications.
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