Senior TL/Operation Manager

Location: Augusta, GA

Senior TL/ Ops Manager Industry: Business Process Outsourcing (BPO) Contact Center Banking & Financial Services

Job Summary

We are looking for an experienced and results-driven Operations Manager to lead and oversee the banking process operations in our contact center BPO environment. The successful candidate will be responsible for driving operational efficiency, team performance, client satisfaction, and overall service excellence. This role requires strong leadership skills, deep knowledge of banking processes, workforce management, and customer experience strategies.

As an Operations Manager, you will play a pivotal role in ensuring the success of the banking process by leading teams, implementing process improvements, meeting performance targets, and fostering a culture of excellence.

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Key Responsibilities

Operational Management

Oversee the day-to-day operations of a high-volume contact center handling banking and financial services inquiries.

Ensure consistent achievement of service-level agreements (SLAs), key performance indicators (KPIs), and operational targets.

Develop and implement strategies to improve first-call resolution (FCR), customer satisfaction and service efficiency.

Ensure the accuracy and security of financial transactions, account information, and customer data in compliance with industry regulations.

Analyze operational trends, call volume forecasts, and workforce management data to optimize resource allocation and scheduling.

Work closely with quality assurance, training, and workforce management teams to enhance performance and productivity.

Drive cost optimization strategies while maintaining service quality and customer experience.

Handle high-priority escalations and customer complaints, ensuring timely resolution and excellent service recovery.

Team Leadership & People Management

Lead, mentor, and develop a team of Team Leaders, Supervisors, and Customer Service Representatives (CSRs) to achieve operational excellence.

Conduct regular performance evaluations, feedback sessions, and coaching programs to enhance team effectiveness.

Foster a positive work culture that encourages teamwork, employee engagement, and high morale.

Manage employee performance, attrition, and retention, implementing strategies to reduce turnover.

Identify training needs and work with the Learning & Development team to enhance skill sets and knowledge across teams.

Client & Stakeholder Management

Serve as the primary point of contact for banking clients, ensuring strong relationship management, regular business reviews, and performance reporting.

Develop and maintain a deep understanding of client expectations, business goals, and regulatory requirements.

Provide comprehensive reports, insights, and data analytics to demonstrate operational performance, trends, and opportunities for improvement.

Collaborate with cross-functional teams (IT, HR, Compliance, and Risk Management) to drive operational success and implement best practices.

Act as a trusted advisor to clients, proactively identifying areas for process optimization, automation, and service enhancements.

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Skills & Competencies

Strong leadership skills, with experience in leading, mentoring, and coaching teams.

In-depth knowledge of U.S. banking processes

Excellent problem-solving, decision-making, and analytical skills to drive operational improvements.

Ability to manage high-pressure situations, handle escalations, and resolve complex customer issues effectively.

Data-driven mindset with experience in using CRM tools, workforce management software, and analytics dashboards.

Strong understanding of contact center technolog like Five9 platform.

Exceptional communication and interpersonal skills, with the ability to interact with clients, executives, and front-line employees.

Experience in financial fraud detection, risk management, and regulatory reporting is a plus.

Process improvement certification (Lean Six Sigma, PMP, or equivalent) is an advantage.

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Key Performance Indicators (KPIs)

Customer Satisfaction (CSAT) and Net Promoter Score (NPS).

Service Level Agreements (SLAs) compliance (e.g., call handling time, first-call resolution, response times).

Quality Assurance (QA) scores on customer interactions and compliance adherence.

Employee Retention Rate & Engagement Scores.

Operational efficiency and cost management.

Client Satisfaction & Relationship Strength (feedback, renewals,