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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