We are seeking a results-driven
Operations Supervisor / Operations Manager with strong experience in financial services accounts, particularly US or UK banking and collections. This role is responsible for leading day-to-day operations, driving team performance, and ensuring compliance with client and regulatory standards.
The ideal candidate has a solid background in operations management within the BPO industry and a proven track record in people leadership.
Key Responsibilities
- Oversee daily operations for financial (Banking & Collections) accounts
- Ensure achievement of KPIs, SLAs, productivity, quality, and compliance metrics
- Lead, coach, and develop Team Leaders and/or frontline associates
- Conduct performance reviews, coaching sessions, and action planning
- Analyze operational reports and implement performance improvement strategies
- Manage escalations and ensure timely resolution of complex customer concerns
- Ensure adherence to financial regulations, client policies, and internal controls
- Drive employee engagement, retention, and succession planning initiatives
- Partner with Quality, Training, WFM, and other support teams to optimize operations
Qualifications
- At least 2-4 years of operations management experience in a financial account (preferably US/UK Banking and Collections)
- 24 years of people management experience (handling Team Leaders and/or frontline agents)
- Strong knowledge of banking, credit, or collections processes and compliance standards
- Proven ability to manage performance metrics and drive operational improvements
- Excellent leadership, coaching, and stakeholder management skills
- Strong analytical and reporting skills
- Willing to work onsite on a shifting schedule
