We are seeking a Vice President of Operations with BPO experience, ideally in the banking industry, who possesses a strong sense of resilience and contributes significantly to business outcomes.
Job Summary: We are looking for a seasoned leader to oversee our operations, drive business outcomes, and foster a culture of excellence.
Key Responsibilities: Ensure seamless support experiences for clients, resulting in superior satisfaction ratings. Cultivate deep, trusted relationships with key clients. Develop expertise across all functional areas of the team. Address client concerns promptly to maintain high satisfaction levels. Identify and mitigate risks for at-risk clients. Analyze metrics to identify service issues and implement necessary changes. Monitor queues to ensure compliance with SLAs. Collaborate with leaders to identify and promote best practices. Implement process improvements to enhance client service and collections experiences. Provide leadership across the multi-function team, fostering open communication. Motivate the team to deliver outstanding cultural and operational performance. Optimize team efficiency and productivity through effective management. Develop team members and facilitate career progression. Effectively manage and develop functional team managers. Partner with Quality and Training teams to ensure consistent service expectations. Requirements: Proficiency in call center software and metrics. Experience in staffing and scheduling. Ability to evaluate individual and team performance. Leadership in driving departmental and organizational initiatives. Experience as a trusted escalation point for clients. Proficiency in analyzing and presenting reports. Collaborative hiring, training, motivation, and engagement of teams. Strong communication skills, both verbal and written. Analytical and problem-solving abilities. Excellent organizational skills and prioritization capabilities. Adaptability in managing changing priorities. Ability to build and maintain trust with internal teams and clients. Proficiency in Microsoft Office applications and internet research. Experience in management, supervision, and performance management. Strong motivational and coaching skills.
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