Hiring For Senior Manager

2 weeks ago

Noida, Uttar Pradesh, India Adroit Synergies Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Role Overview:

The Senior Manager Operations "Inbound Process" will be responsible for leading and managing large-scale inbound customer service operations. The role requires strong people management, process excellence, and client relationship skills to ensure service delivery, quality, and compliance. Prior experience in a banking inbound process is highly desirable, as it provides an edge in managing regulatory requirements, financial transactions, and high-value customer interactions.

Key Responsibilities:

  • Operational Leadership:

  • Manage end-to-end inbound customer service operations ensuring SLA adherence, productivity, and customer satisfaction.

  • Drive shift adherence, roster management, and resource planning to ensure smooth process execution.

  • Client & Stakeholder Management:

  • Act as the primary point of contact for client interactions, business reviews, and escalations.

  • Build and maintain strong client relationships by showcasing process performance, improvements, and innovations.

  • People Management:

  • Lead, mentor, and manage a large team of managers, team leaders, and agents.

  • Drive employee engagement, career development, and performance management initiatives to reduce attrition.

  • Quality & Compliance:

  • Ensure strict compliance with banking regulations, data security, and company policies.

  • Implement quality monitoring frameworks and drive continuous improvement in service standards.

  • Process Excellence & Transformation:

  • Identify process gaps and implement solutions for better efficiency, automation, and customer experience.

  • Collaborate with cross-functional teams (HR, Training, Quality, WFM, IT) to support business objectives.

  • Performance Management & Reporting:

  • Track KPIs including SLA adherence, CSAT, NPS, FCR, AHT, and attrition.

  • Prepare and present dashboards, MIS, and business review reports for leadership and clients.

Required Skills & Experience:

  • 10–14 years of experience in inbound customer service operations, with at least 5 years in a senior management role.
  • Prior exposure to banking inbound process (credit cards, loans, customer servicing, account management, or related financial services) preferred.
  • Strong understanding of SLA management, call center metrics, and workforce planning.
  • Proven experience in client management and handling escalations.
  • Excellent people management and leadership skills with a track record of managing large teams (300+ FTEs).
  • Strong knowledge of compliance, regulatory, and security standards (banking/NBFC domain is an advantage).
  • Proficiency in MS Office, Excel (MIS), reporting, and presentation skills.

Competencies:

  • Strategic thinker with operational execution ability.
  • Strong communication and interpersonal skills.
  • Analytical mindset with data-driven decision-making ability.
  • Problem-solving and crisis management skills.
  • Ability to drive employee engagement and retention in high-pressure environments.

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