Director, Operations - Domestic Banking
- Teleperformance
- 10 to 14 Yrs
- All India
- 8 months ago
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Job Description
- Director, Domestic Banking Operations | The Opportunity In this role, you will engage in the market as an industry expert focused on helping us continue building our presence within Banking & Cards Operations. A key objective is to identify and evaluate NEW partnerships. Knowing the current market and trends to approach prospects. You will be tactical and thoughtful, engaging potential clients with their organization's long-term strategy and operations in mind. This can only be done effectively by having that intimate knowledge and experience in the Operations & Banking space. The Responsibilities Manage multiple projects and accounts within Domestic Banking and Cards domain Have managed more than 400 FTEs across different geographies Implement company-wide management-approved strategies Align with stakeholders to make decisions for operational activities and set strategic goals Plan and monitor the day-to-day running of the business to ensure smooth progress Supervise staff from different departments and provide constructive feedback Regularly evaluate the efficiency of business procedures according to organizational objectives and apply improvements Oversee customer support processes and organize them to enhance customer satisfaction Review financial information and adjust operational budgets to promote profitability Revise and formulate policies and promote their implementation Evaluate overall performance by gathering, analyzing, and interpreting data and metrics Perform follow-ups with corporate clients and create a close relationship with high-level decision-makers to create new business opportunities Ensure the processes of continuous improvement, proposing outside-the-box solutions Establishes quantitative and qualitative metrics, guidelines, and standards by which the company's efficiency and effectiveness can be evaluated; identifies opportunities for improvement. Reviews, analyzes and evaluates business procedures. Implements policies and procedures that will improve day-to-day operations. Ensures work environments are adequate and safe. Oversees manufacturing, purchasing, and sales departments, ensuring each is reaching goals set by departmental and company leadership. Plans directs, controls, implements, evaluates, monitors, and forecasts budgets and cost of sales in each division to achieve financial objectives. Communicates and explains new directives, policies, or procedures to managers; for significant changes, meets with entire operations staff to explain differences, answer questions, and maintain morale. Improves customer service and satisfaction through policy and procedural changes. Leads coordination and integration of efforts among operations, engineering, technology, and customer service divisions to produce smoother workflow and more cost-effective business processes. Projects a positive image of the organization to employees, customers, industry, and community. Performs other related duties as assigned. The Qualifications Bachelors degree or above preferred. 10+ years of experience in Customer Experience Management and Shared Services for Domestic markets into Cards industries. 10+ years of BPO (Contact Center, Outsourcing) experience with domain expertise in Cards and Banking domain. Experience managing projects of 300+ FTE. Proven experience as Director of Operations or equivalent position. Experience in managing financials: budget, margins, and P&L. Strong negotiation and business management skills. Analytical thinking, proactive attitude, strong written and oral communication skills. Must have extensive experience selling to and presenting to the highest-level decision-makers (C-level Executives). Excellent interpersonal skills and teamwork mindset. Must be highly detail-oriented, productive, accountable, and work under tight deadlines when needed. Excellent organizational and leadership abilities. Working knowledge of data analysis and performance/operation metrics. Familiarity with MS Office and various business software (e.g., ERP, CRM). Pre-Employment Screenings In accordance with Teleperformance policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening. Important | Policy on Unsolicited Third-Party Candidate Submissions TP does not accept candidate submissions from unsolicited third parties, such as recruiters or head-hunters. Such applications will not be considered, and no contractual association shall be established through such submissions. Is There a Fine Print ,
Employement Category:
Employement Type: Full timeIndustry: BFSIRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Director, Operations - Domestic BankingContact Details:
Company: TeleperformanceLocation(s): All India+ View Contact
Keyskills: Customer Experience Management Shared Services BPO Contact Center Outsourcing Financial Management Negotiation Business Management Communication Skills Sales Presentation Skills Interpersonal Skills Teamwork Data Analysis MS Office
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