Assistant Manager-BPO Operations

ASSISTANT MANAGER – BPO OPERATIONSSkill Set / JobSpecJob Description• Responsible for assuring efficient, timely, quality support to customers and internal stakeholders• Responsible for team management, performance monitoring and related documentation of periodicstatistics and status reports, and meeting the target KPIs / metrics• Lead and guide business process analysts, senior analysts to cull out relevant industry specific trends thatimpact 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 informationDesired 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 EtiquetteTechnical Skill• NARoles and Responsibilities• Coordinate with support functions, Process excellence, Facilities/Logistics, Internal Auditors, Technology forsmoother running of process.• Monitor transactions on an on-going basis and take corrective steps where necessary or make incrementalimprovements.• 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 securitystandards.• 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