BPO Investment Banking Team Lead

1 month ago

Manila, National Capital Region, Philippines EXL Service Philippines, Inc. Full time

About the Company...

EXL is a New-York based publicly traded company that specializes in operations management and analytics that help businesses enhance revenue growth through proprietary platforms, methodologies, and full range of digital capabilities. We look deeper to help companies transform their businesses, functions, and operations to deliver better experience and business outcomes, while managing risk and compliance. We serve our clients in Insurance, Healthcare, Travel Transportation & Logistics, Banking & Financial Services, and utilities industries, among others. We have approximately 45,000 professionals globally in United States, Europe, Asia (primarily India & Philippines), Latin America, Australia, and South Africa.

About the team...

Are you ready to drive results through leadership, people, communication, and influence? You have found the right team

The Global Custodian Services Contact Center for Treasury Services and Transfer Agency is responsible for providing comprehensive client service and support to clients of a global custodian firm. The team's main responsibility involves resolving inquiries, offering guidance, executing instructions, solutions, and strategies while ensuring clients receive personalized and attentive service. The Assistant Manager must possess strong communication skills, financial acumen, and a commitment to effectively coach specialists to help bring a positive ripple effect to the organization's success.

The team is a client-service-driven organization whose talented and engaged team is dedicated to providing the most competitive services with the highest standards of ethics, and client service.

In this role, you'll make an impact in the following ways:

Manage a team of 15 Treasury Services / Transfer Agency Specialist Results-driven leadership experience on day-to-day operations as a key contributing member of a high performing organization. Forecasts and manages staffing levels and capacities at team level achieving target shrinkage targets, absenteeism, and attrition. Excellent organizational skills with the ability to manage own workload and deliverables, with sense of urgency and ability to prioritize and multi-task. Strong interpersonal skills with the ability to forge strong relationships with key stakeholders, team members, and managers. Align company priorities and strategies to employee metrics and goals, evaluate employee performance and progress, and strive to recognize, encourage, and improve team performance to support organizational business targets, supporting inclusive work environments. Effective root cause analysis and analytics to supplement coaching methodologies to drive results to key performance metrices. Powerful communication skills to articulate clearly and confidently on complex processes in a way that would be easily understood. Outstanding client service skills through NPS and its driver indices, compliance, and efficiency metrics delivering best in class experience for all our clients, with full understanding of the complexity of their concerns. Competency to get up to speed quickly with new or unfamiliar subject matter and work under pressure with fixed timelines. Work with Workforce Management, Helpdesk, Quality Team, Business Intelligence, and other internal groups to successfully drive service delivery. Proactive provide value-add to the business by understanding and telling the story behind the numbers through analysis and insights. Assist the managers with deep dive discussions and remediation of top pain points to help improve performance, including bridging gaps of performance. Ability to directly address conflicts and escalate issues where appropriate, including managing difficult conversations with team members. Strong problem-solving aptitude and idea generation, with the ability to from conceptualization to execution of action plans. Develop and execute sound action plans that will result to outstanding results in key performance measures. Collaborate with internal teams, including financial advisors, portfolio managers, and estate planning specialists, to address client needs, resolve issues, and coordinate service delivery. Stay informed about market trends, regulatory changes, and industry developments relevant to investment banking operations. Participate in training sessions and professional development activities to enhance knowledge and skills relevant to wealth management, financial planning, and client service. Our Benefits:

EXL offers competitive compensation, benefits, and a strong culture of pay-for-performance philosophy. We provide access to flexible global resources to tools for your career life's journey. Focus on your health, and of your family through our generous Healthcare benefits and achieve your financial goals through our pay-for-performance culture, night differential, and paid leaves that can support you and your family through moments that matter.

At EXL, our inclusive culture speaks for itself, and we are a proud awardee of GPTW Great Place to Work – Philippines. EXL is an Equal Employment Opportunity Employer.

To be successful in this role, we're seeking the following:

Successful team management experience of at least 5 years At least 5 years of inbound client service experience from global banking operations required At least 2 years of college degree BS / BA (72 units) Willing to work 100% onsite at Pasay, MOA Complex Willing to work night shift (North America Hours) and shifting schedule as needed by the business Desired additional qualifications: Brokerage operations experience, Accounting / Finance / Economics / Investment Banking / Capital Markets, or relevant experience Active FINRA Series 6 / Series 7 / Series 99 as an added advantage for the role Experience in Microsoft Office including MS Excel, MS Word, and relevant digital tools

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