GCC Exchange | Head of Operations | india
2 days ago
Job Description:
We are seeking a strategic and experienced Head of Operations & Call Center to lead the operational and customer service teams of our Remittance and Forex business . This senior leadership role is crucial to overseeing the efficiency and effectiveness of both our operational processes and call center teams, which will serve as a shared service center supporting our global operations. The ideal candidate will ensure seamless day-to-day operations, maintain high-quality customer service standards, and foster continuous growth in the business's remittance and forex services.
Key Responsibilities:
System Setup & Agent Management:
- Oversee the creation and setup of master accounts, branch accounts, and commission structures.
- Configure account sharing and manage corridor permissions to ensure smooth operations.
- Ensure regular balance confirmations with accounts.
Agent Training & Support:
- Train sending agents on the use of the GCC Remit web portal.
- Provide training for payout agents to effectively use the web portal for payouts.
- Offer ongoing support to agents to resolve system-related queries.
FX Rates Monitoring & Management:
- Collaborate with the treasury team to ensure competitive FX rates for sending agents.
- Continuously monitor and analyze FX margins to maintain competitiveness.
Agreement & Documentation Management:
- Review, prepare, and finalize agreements and addendums for both sending and receiving agents.
Daily Operations & Issue Resolution:
- Respond to queries from sending agents, including system issues, rates, limits, and service delays.
- Handle requests for new corridor access and resolve service-related issues with payout partners.
- Work with internal departments (customer support, accounts) to address service issues, fund shortages, and technical challenges.
Staff Leadership & Coordination:
- Lead and manage operational and call center staff to ensure smooth business operations.
- Coordinate across teams to ensure efficiency, alignment, and successful issue resolution.
Cross-Team Collaboration & Compliance:
- Follow up with agents to ensure pending documents are submitted for compliance.
- Work closely with customer service, compliance, and accounts teams to expedite agent queries and improve operational efficiency.
Payout Flow Management:
- Manage transaction flows, activating or rerouting transactions to payout agents based on rates, service quality, and fund availability.
Account & Corridor Management:
- Identify opportunities to expand corridors for sending agents and improve service offerings.
- Engage with agents showing declining business to understand challenges and offer solutions.
- Work with internal teams to find innovative solutions to operational issues.
- Negotiate with payout partners to secure favorable FX rates and reduce costs.
Call Center Management:
- Lead the call center team, ensuring high levels of customer satisfaction and operational efficiency.
- Develop and implement call center strategies to handle inbound and outbound customer inquiries related to remittance and forex services.
- Monitor and maintain service levels, ensuring timely responses to customer queries and resolution of issues.
Qualifications:
- Proven operations management experience in remittance, forex, or financial services industries with 6-10 years of experience
- Strong leadership skills with the ability to manage both operational teams and call center functions.
- In-depth understanding of FX rates, agent management, and customer service operations.
- Exceptional problem-solving, negotiation, and communication skills.
- Ability to manage complex tasks and teams in a fast-paced environment.
What We Offer:
- Career growth opportunities in a dynamic and growing business.
- A collaborative work environment that values innovation and excellence.
If you're an experienced operations leader from BFSI with a passion for the remittance and forex industries and a drive for operational excellence, we’d love to hear from you. Apply now to join our team and make a significant impact
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