Operations Manager

Position: Operations Manager I
Location: Bengaluru

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role And

Key Responsibilities

Work on Customer experience, People Management, Attrition and Hygiene
Client engagement & Client Value add projects
Cost reduction through efficiency
Manage a delivery group of Team leaders & executives supporting collections line of business
Be the Compliance and Integrity role model for the team
Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
Establish & Manage Relationships / Engagement with the Clients
Analyse and maintain all Client Service Level Agreements and metrices specific to collections such as PTP's, PTP conversion rates, recovery rate
Maximize revenue generation to reach long and short-term financial goals
Managing performance of direct reports and their associates- including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements
Manage and review operational reports (Attendance adherence, Client scorecard, Metrics management reports)
Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance standards
Conduct regular one-on-ones/skips with direct reports and span to review individual performance, the performance of their team and offer on-going developmental coaching
Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

Key Skills And Knowledge

Strong Banking Domain knowledge and expertise in managing collections or recoveries LOB's
Should be well versed in managing collections LOB with attention to detail for metrices gauged - specific to collections LOB
Strong Interpersonal Skills and ability to interact effectively with stakeholders.
Flexible, adaptable and demonstrate teamwork skills.
Flexible to work in a 24/7 shiftenvironment
Result orientation, Process Oriented, Ability to handle stress and ability to motivate the team
Strong analytical and reasoning skills
Ability to prioritize, meet deadlines, deliver stretch assignments
Proficient in MS Office. Good knowledge of Power point and Excel (including formulas and functions, pivot tables).
Strong organizational skills, able to multitask effectively
Working knowledge of budgeting, cost estimating, capacity utilization
Knowledge of Organizational structure, workflow, and operating procedures
Leadership, Analytical, people management and Presentation skills
Should be an expert in managing delivery
Demonstrated ability to coach and develop action plans, which maximize performance, provide effective feedback
Demonstrated ability to analyse and improve work processes; establish a course of action for self and others to accomplish a specific goal
Work well under pressure and follow through on items to completion while maintaining professional demeanour
Excellent oral and written communication skills. Ability to effectively present information to internal and external associates
Mandatory
Minimum 10 years of international BFSI experience
Minimum 3 years of managerial experience in International Banking domain with collections/recoveries LOB's

Educational Qualification

Graduate

Disclaimer:

- 'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for 'recruitment', 'processing' or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letterhead with authentic signatures of appropriate Concentrix authorities.