Operations Manager

Job Description

• Operational Management

• Supervise and manage call center teams handling Treasury and Auto Loan inquiries.

• Monitor call volumes, response times, and service quality to meet KPIs.

• Implement workflow improvements to enhance efficiency and customer satisfaction.

Customer Service Excellence

• Ensure agents provide accurate information on Treasury products (e.g., deposits, investments, cash management) and Auto Loan services (applications, payments, refinancing).

• Resolve escalated customer issues promptly and professionally.

• Maintain high standards of compliance with banking policies and regulatory requirements.

Resolve escalated customer issues promptly and professionally.

• Maintain high standards of compliance with banking policies and regulatory requirements.

Team Leadership

• Recruit, train, and coach call center staff.

• Conduct performance evaluations and provide feedback for continuous improvement.

• Foster a culture of accountability, collaboration, and customer focus.

• Strategic Planning

• Develop and execute strategies to improve call center performance.

• Collaborate with Treasury and Auto Loan departments to align customer support with business objectives.

• Prepare reports and analytics for senior management on call center performance and customer trends.

• Compliance & Risk Management

• Ensure adherence to banking regulations, data privacy laws, and internal policies.

• Identify operational risks and implement mitigation strategies.

• Maintain audit-ready documentation and reporting standards.