BPO Manager

Roles and Responsibilities

• Support the accomplishment of all contracted service level targets/agreements.
• Manage monthly and ad-hoc agent coaching and feedback.
• Assist in daily, weekly, and monthly quality assurance activities.
• Provides day to day support to the team and handle first level escalations as they arise or are assigned.
• Maintain a strong understanding of all tasks within the department including expert knowledge of the Chargeback lifecycle and the various reason codes.
• Identify opportunities to improve the efficiency and effectiveness of business processes and recommend to management.
• Identify areas of opportunity for staff to develop knowledge/skills/competencies necessary to complete their roles.
• Oversee and aid in new hire training and onboarding.
• Contribute to continuous learning activities promoting knowledge and skill development within the team.
• Assist in keeping all team members informed and up to date about all relevant and useful information.
• Act as a subject matter expert on projects/initiatives
• Act as a champion to the staff by raising ideas/concerns that contribute to the overall betterment of the team.
• Maintain relationships with internal and external clients.
• Frequent review of the MasterCard Worldwide Chargeback Guide to update and maintain knowledge of conditions and requirements for recovery purposes.

• Ensure excellent customer service, resolving customer complaints and issues in a timely and professional manner.
• Oversee daily branch operations, including transactions, customer interactions, and cash handling.
• Identify and mitigate potential risks, ensuring compliance with banking regulations and policies.
• Monitor and evaluate team performance, providing feedback and coaching to improve productivity and efficiency.

Experience Needed

1. Banking Experience: Typically, 10-12 years of experience in a banking environment, preferably in a supervisory or leadership role.
2. Domain Experience: Should have managed AML Process for minimum 3 years and should have experience in Finance Transaction, settlement & Reconciliation, Credit offline & Customer service Investigator
3. Leadership Skills: Proven leadership skills, with experience in managing teams and motivating staff.
4. Customer Service: Excellent customer service skills, with experience in resolving customer complaints and issues.
5. Operational Knowledge: Strong knowledge of banking operations, including transactions, cash handling, and risk management.
6. Regulatory Compliance: Familiarity with banking regulations and policies, ensuring compliance and risk management.
7. Communication Skills: Excellent communication and interpersonal skills, with ability to interact with customers, staff, and management.