Assistant Manager-BPO Operations

ASSISTANT MANAGER – BPO OPERATIONS

Skill Set / Job Spec Job Description

• Responsible for assuring efficient, timely, quality support to customers and internal stakeholders
• Responsible for team management, performance monitoring and related documentation of periodic

statistics and status reports, and meeting the target KPIs / metrics • Lead and guide business process analysts, senior analysts to cull out relevant industry specific trends that impact business decisions

• Monitor SLA performance and initiate process improvements
• Ensure compliance and adherence to regulatory requirements
• Coordinate training requirements of personnel
• Processing and auditing transactions, including deposits, withdrawals, transfers, and payments
• Check the customer's requirements and suggest products and services which can help them
• Address customer queries and solve their problems
• Aid customers to finding relevant and required information

Desired Skill

• Attention to detail
• Commitment and drive for results
• Questioning, reasoning and analytical
• Adaptable and Flexible
• Requires shiftwork, including weekends, non-business hours and holidays
• Business Etiquette

Technical Skill • NA Roles and Responsibilities • Coordinate with support functions, Process excellence, Facilities/Logistics, Internal Auditors, Technology for smoother running of process. • Monitor transactions on an on-going basis and take corrective steps where necessary or make incremental improvements.

• Provide coaching and feedback to team members to enable them to improve their performance.
• Assist new hires such that they are productive on the floor in the shortest possible time frame.
• Handle escalations
• Provide inputs on process and system to the team members.
• Client Interaction, where required at the level of Supervisors.
• Ensure compliance with internal policies and procedures, external regulations, and information security

standards.

• Process performance – as per agreed KPIs
• Quality and productivity Improvement
• Customer Satisfaction.

Education Requirements and Work Experience

• Should have spent 3-5 years in US facing international BPO set up
• Should have minimum 1-2 years exp as a supervisor in US facing investment / capital market
• Bachelor's degree required (preference in finance)
• Good English Comprehension Skills