Operations Manager Crypto Currency Business Lead

7 days ago


Cebu City, Central Visayas, Philippines Wipro Full time
Job Description

The Operations Manager will oversee the day-to-day management of complex banking/contact center/customer servicing operations processes.

Responsibilities include independently resolving outstanding issues, communicating/escalating problems to Senior Management, participating in industry initiatives, driving productivity and efficiency, analyzing reports, and determining authenticity.

Additionally, the Operations Manager will be responsible for completing ownership of team deliverables, handling escalations, attending daily calls with customers, responding to customer queries, helping team members fix issues, acting as a first/second level of escalation on delivery issues, supervising lead analysts, senior analysts, and analysts.

Other key responsibilities include ensuring all reference data related activities are completed as per client expectations, meeting TAT and error-free delivery, contributing to process streamlining and improvement, planning and prioritizing projects handled by the team, and ensuring timely updates/review of SOPs, Issue Logs.

The ideal candidate should have experience in managing call center operations, preferably in banking customer service. They should also possess the ability to build and motivate teams, understand regulatory guidelines/laws applicable in the banking industry, manage client escalations and client relationships, and have general working knowledge of accounting, financial spreading, and credit risk analysis.



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