Job Description
Role Title
Operations Manager – Customer Service
Role Summary
The Operations Manager is responsible for driving operational excellence, customer satisfaction, people leadership, and business performance within a customer service environment. This role oversees day-to-day operations, ensures achievement of service delivery targets, manages client relationships, and leads continuous improvement initiatives while fostering a high-performing and customer-centric culture.
Key Responsibilities
Operations Management
- Monitor and track daily operational performance against established KPIs, SLAs, productivity, quality, and customer satisfaction targets.
- Ensure all operational processes are executed efficiently, accurately, and within agreed timelines.
- Drive adherence to organizational policies, procedures, compliance requirements, and operational controls.
- Manage escalated customer concerns, complaints, and critical client communications in a timely and professional manner.
- Utilize operational systems and data to make informed decisions that improve customer experience, team performance, and business outcomes.
Team Leadership & Performance Management
- Lead, coach, mentor, and develop high-performing teams to achieve operational and business objectives.
- Conduct regular performance reviews and provide constructive feedback, support, and development opportunities.
- Foster a culture of accountability, engagement, and continuous improvement.
- Manage employee discipline, grievance handling, and performance improvement initiatives when necessary.
- Ensure team members receive appropriate training, tools, and knowledge to deliver exceptional customer service.
Client & Stakeholder Management
- Build and maintain strong relationships with internal and external stakeholders.
- Act as a key point of contact for client escalations and operational discussions.
- Ensure effective communication and collaboration across departments to support business objectives.
- Participate in client governance meetings, reviews, and calibration sessions.
Process Improvement & Business Excellence
- Identify opportunities to streamline processes and improve operational efficiency.
- Lead and support continuous improvement initiatives that enhance service quality and business performance.
- Drive innovation and change management initiatives across the operation.
- Develop contingency and business continuity plans to address operational risks and emergencies.
Financial & Reporting Management
- Manage program financial performance, including revenue growth, cost optimization, and budget adherence.
- Prepare and present operational, performance, and management reports to internal and external stakeholders.
- Analyze operational and financial data to identify trends and recommend strategic actions.
- Ensure accurate and timely reporting of key performance metrics.
Candidate Profile
Knowledge & Experience
- 7–10 years of experience in Customer Service Operations.
- Minimum of 3 years of experience in an Operations Manager role within the Banking industry.
- Strong experience in managing voice/contact center operations in an international customer service environment.
- Proven experience in SLA management, client relationship management, and team leadership.
- Demonstrated success in driving operational excellence and business performance improvements.
Skills & Competencies
- Strong leadership, coaching, and people management capabilities.
- Excellent decision-making and problem-solving skills.
- Exceptional communication, presentation, and stakeholder management skills.
- Ability to influence and collaborate effectively across a multi-site, matrix organization.
- Strong analytical and financial management skills.
- Proven ability to lead organizational change and process improvement initiatives.
- Strong execution skills with attention to detail and focus on delivering results.
- Ability to perform effectively in a fast-paced environment with changing priorities and multiple deadlines.
- Strategic thinker with a strong focus on customer experience and business outcomes.
Technical Skills
- Proficient in Microsoft Office Suite, particularly Excel, PowerPoint, and Word.
- Strong reporting, data analysis, and performance management skills.
Key Responsibilities Summary
- Lead and manage a team of 6–8 Unit Managers/Team Leaders.
- Oversee day-to-day operational performance and service delivery.
- Manage SLAs, client relationships, and team performance.
- Drive process improvement and operational excellence initiatives.
- Support employee development through coaching, training, and competency-building programs.
- Monitor key performance indicators and implement corrective actions when required.
- Manage attrition, employee engagement, and retention initiatives.
- Coordinate with cross-functional teams to ensure seamless operations.
- Drive participation in client and internal calibration activities.
- Develop and implement business continuity and emergency response strategies.
Qualifications
- Bachelor's Degree required.
- Postgraduate qualification is an advantage.
Preferred Qualification
- Prior experience in Banking Operations and Customer Service Management is highly preferred.
Work Schedule
- Must be willing to work in shifting schedules, including night shifts, weekends, and holidays as business requires.
