Director of Operations (US Financial Program Experience Required)

ALORICA TELESERVICES, INC.Quezon City, Metro Manila, Philippines

1 day ago

Job description

About the role

As the Director of Operations for BFS you will play a crucial role in leading and managing the operations of our call centre serving the Banking, Financial Services and Insurance (BFS) Vertical and will see you driving operational excellence, optimising performance, and ensuring exceptional customer service across our BFSI business lines.

What you'll be doing

Oversee and direct the day-to-day operations of the BFS call centre, ensuring service level agreements and key performance indicators are consistently met
Develop and implement operational strategies to drive productivity, efficiency and quality across all BFSI teams
Analyse data and metrics to identify areas for improvement and implement corrective actions
Manage, coach and mentor a team of call centre managers and supervisors, fostering a culture of continuous learning and development
Collaborate cross-functionally with other departments to resolve customer issues and enhance the overall customer experience
Ensure compliance with all relevant industry regulations and internal policies
Proactively identify and mitigate operational risks
Lead strategic planning and contribute to the overall growth and success of the BFSI business

What we're looking for

Must have current experience (2022–present) supporting a U.S. financial program, preferably in a B2C environment and within a voice line of business or a similar setup - Required Qualification.

Minimum of 8 years' experience in a senior call centre or operations management role

Proven track record of driving operational excellence and achieving key performance targets

Excellent leadership and people management skills, with the ability to motivate and develop high-performing teams

Strong analytical and problem-solving skills, with the ability to make data-driven decisions

In-depth knowledge of call centre operations, including workforce management, quality assurance and customer experience management

Familiarity with BFS industry regulations and compliance requirements

Exceptional communication and stakeholder management skills

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Director Financial • Quezon City, Metro Manila, Philippines