Manage a 40-person operations team through Team Leads, ensuring SLA and KPI performance, quality, productivity, turnaround time, and customer experience. Maintain SOPs, review customer interactions and profiles for process improvements, prepare MIS reports and dashboards, manage stakeholders and escalations, and coach teams to achieve operational targets. The role supports Canadian business hours and involves KYC-related processes.
JOB DESCRIPTION
- Manage a team of ~ 40 FTEs, supported by 2–3 Team Leads, ensuring effective team performance, resource utilization, and operational delivery.
- Periodically review, update, and maintain process documentation, Standard Operating Procedures (SOPs), and work instructions to ensure alignment with current business requirements and operational practices.
- Ensure adherence to defined SLAs and KPIs, with a primary focus on accuracy, productivity, turnaround time, and overall process efficiency.
- Support quality assurance initiatives by reviewing sample customer calls and customer profiles to identify process gaps, quality issues, and improvement opportunities, and provide timely, actionable feedback to the team.
- Prepare and support weekly and monthly MIS reports, operational dashboards, and business review presentations, highlighting key performance trends, challenges, risks, and action plans.
- Drive effective stakeholder management and relationship building through regular communication, proactive issue resolution, timely escalations, and collaboration with onshore and internal business partners.
- Monitor team performance, provide coaching and guidance to Team Leads and team members, and drive continuous improvement in quality, productivity, and customer experience.
QUALIFICATION & EXPERIENCE
- Good verbal and written communication skills, with the ability to interact professionally with Canadian customers and stakeholders.
- Strong people management, coaching, performance management, and team leadership skills.
- Demonstrated ability to manage end-to-end processes and deliver operational targets.
- Strong stakeholder management, relationship-building, and escalation-handling capabilities.
- Ability to manage high-volume operations while maintaining quality and service standards.
- Strong analytical skills and proficiency in operational MIS, reporting, and performance tracking.
- Flexibility to work in the NAM shift and support Canadian business hours.
- Basic knowledge of KYC principles, customer due diligence, and business banking documentation is preferred.
- Willingness to learn process-specific KYC requirements, internal policies, and compliance procedures.
- Shift :6:30 pm to 3:30 am
eClerx LLC Mumbai, Maharashtra, IND Office
Express Towers, 4th Floor, Ramnath Goenka Marg, Nariman Point, Mumbai, Maharashtra, India, 400021
eClerx LLC Navi Mumbai, Maharashtra, IND Office
Building # 11, 2nd, 3rd, 4th, 5th & 6th Floor, K Raheja Mindspace, Plot #3 TTC Industrial Area, Thane Belapur Road, Airoli, Navi Mumbai, India, 400708
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