Operations Manager I

Job Title:

Job Description

Role and Key Responsibilities:

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

• End to End understanding of the Mortgage Industry & drive improvements to reduce the non-value ads in overall Customer Journey

• Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)

• Selecting, training, developing, and 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, PFP, Client scorecard, Metrics management reports)

• Create and maximize relationships with client partners

• 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

• Conduct regular one-on-ones with direct reports 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

• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and partners to define action plans that resolve issues and drive continuous improvement

• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements

• Attend business reviews with the client

• Handle a team of team leaders

Key skills & knowledge:

• Associate’s degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred

• In depth understanding of Mortgages preferably Australian region. Ability to partner with clients (Senior Manager) and help banks to increase their ratings by closely monitoring the associated key drivers

• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback

• Demonstrated ability to analyze 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 demeanor

• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

• Demonstrated ability to mentor, coach and provide direction to team members

• Willingness to work in a flexible schedule

• 10+ years of operations experience within a BPO/ Contact Centre with last few years managing

and running the operations.

• Experience in banking operations (preferred Credit Assessment, ).

• Successful track record in growing and inspiring large teams, with proven ability to select, attract,

motivate, retain, and develop leaders and team members.

• Successful track record of improving performance against quality, efficiency, and effectiveness

metrics, and meeting/exceeding contractual service level performance requirements.

• Proven ability to drive performance and grow businesses.

• Experience with a matrix driven organization. Proven track record of building strong relationships

with stakeholders.

• Strong internal client-facing skills with excellent communication, negotiation and conflict

management skills.

• Analytical acumen and the ability to streamline complex processes.

Educational Qualification:Graduation; MBA/ PG degree shall be an added advantage

Location:

Language Requirements:

Time Type:

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