Manager, Operations

Overview:

The Manager of Operations is responsible for client and customer experience from onboarding through the servicing lifecycle and de-boarding. This role also requires managing large teams, taking care of the performance of the people along with maintaining the process KPIs. This Operations function includes and is responsible for developing and delivering solutions for all operations management which includes Voice and Non-voice processes and will aid in establishing the company brand alongside the Director of Operations to ensure client needs are identified and proactively managed. Optimize processes, using technology like CRMs and AI tools, and managing performance through metrics like CSAT, NPS and FCR.

This role is expected to provide strong people and process leadership across a dynamic operations environment by driving front-line leadership discipline, strengthening process governance, and ensuring continuity during periods of transition, growth, or workforce instability. The Manager, Operations must be able to balance operational control with employee engagement, and identify improvement opportunities across people, process, capacity, and cross-functional coordination.

Primary Responsibilities:

• Assist in revenue growth and target profitability in the areas of customer experience, while managing needs for client services and investor reporting groups.
• Responsible for managing multiple departments Voice and Non-voice within Consumer Servicing Business Line including Account Management, Collateral Management, Customer Advocacy Team, Tax, Lease and Loan operations, Payment process Fraud & Dispute and Client Support Team.
• Manage Portfolio Management group to ensure reports and data analysis meet client needs and provide insight into the management of clients portfolio and set up KPIs,
• Create and maintain a continuous improvement and innovative work environment that combines learning, achievement, recognition and exceeds daily operational metrics against major operational deliverables. Make appropriate changes or revisions to ensure departmental standards are maintained.
• Assist other department managers in implementing new policies and procedures.
• Manage performance and outcomes related to client success, including the performance of individual team members.
• Direct back-office operations to ensure timely and accurate posting of payments, title processing, verifications and collateral management activities.
• Research and resolve escalated complaints received from business partners and other internal teams
• Perform Root cause analysis and corrective actions on all customer complaints. Track and maintain CSAT, NPS.
• Interact with various stakeholders across the organization including teams across different sites globally.
• Manage account insights and be the SME to demonstrate business trends.
• Orchestrate internal and external stakeholders throughout the entire client lifecycle.
• Manage ad-hoc client requests, portfolio-level requirements and analytics.
• Drive front-line leadership cadence by ensuring regular one-on-ones, clear team communication, timely escalation handling, and disciplined follow-through on action items.
• Build, review, and strengthen SOP-led operating discipline across assigned processes to improve standardization, reduce dependency risk, and ensure continuity.
• Identify process gaps, control weaknesses, non-value-added activities, and workflow inefficiencies, and partner with relevant stakeholders to implement practical solutions.
• Manage high-pressure operational situations with maturity and judgment, including employee escalations, team conflicts, workload imbalances, and continuity risks.
• Work closely with cross-functional partners including HR, Training, Quality, Analytics, PMO, and peer operations teams to land process, people, and structural improvements.
• Ensure backup readiness, cross-skill coverage, and reduced concentration risk across teams and critical activities.
• Translate team-level and skip-level feedback into structured operating improvements that strengthen team engagement, process stability, and execution discipline.

Position Requirements:

• Bachelors degree in business or related field.
• 12+ years of overall experience and at least 8+ years in people management with demonstrated ability to lead large and diverse teams of different voice and non-voice processes, preferably within the US banking or financial industry.
• Expertise in managing omnichannel servicing platforms (email, Chat, Phone)
• Strong analytical and critical thinking skills with the ability to leverage workforce management.
• Experience in optimizing processes for efficiency and cost-effectiveness using tools like Lean or Six Sigma.
• Systems and other tools to determine staffing levels and measure the effectiveness of the teams.
• Ability to build rapport and communicate effectively across multiple levels within the organization as well as externally.
• Demonstrated ability to develop performance management reporting both internally within teams and externally for third party vendor management purposes.
• Strong process management skills.
• Strong interpersonal and communication skills; excellent written and verbal skills. Ability to maintain confidentiality and trust.
• Experience with Microsoft Office Suite, specifically Excel, PowerPoint, Word, and Visio.
• Strong working knowledge of computer software including Microsoft Office and Loan Servicing Software required (Nortridge, NICE, Fiserv preferred).
• Demonstrated experience in conflict management, crisis handling, and leading teams through sensitive or high-pressure operating environments.
• Proven ability to create and improve SOPs, process documentation, and operating controls in a way that strengthens execution consistency.
• Experience in identifying non-value-added work, process inefficiencies, and control gaps, and driving practical corrective actions.
• Strong capability in workforce allocation, multi-skill deployment, and balancing business continuity with employee development and team stability.
• Ability to assess current-state team, process, and structural challenges and translate them into sustainable operating solutions.

Job Requirements:

• Candidate should be ok to work in US shift timings which is currently set anytime between 6PM IST to - 7AM IST and may change based on process requirement.
• Should be ok to work Weekends if required by the business.
• The candidate should be ok to work full-time in our Bengaluru office.