Job Title: Operations Manager I Job Description The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved. Role and Key Responsibilities: • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed • End to End understanding of the Mortgage Industry & drive improvements to reduce the non-value ads in overall Customer Journey • Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.) • Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements • Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports) • Create and maximize relationships with client partners • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner • Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and partners to define action plans that resolve issues and drive continuous improvement • Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements • Attend business reviews with the client • Handle a team of team leaders **Key skills & knowledge:** • Associate’s degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred • In depth understanding of Mortgages preferably Australian region. Ability to partner with clients (Senior Manager) and help banks to increase their ratings by closely monitoring the associated key drivers • Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback • Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal • Work well under pressure and follow through on items to completion while maintaining professional demeanor • Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates • Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment • Demonstrated ability to mentor, coach and provide direction to team members • Willingness to work in a flexible schedule • 10+ years of operations experience within a BPO/ Contact Centre with last few years managing and running the operations. • **_Experience in banking operations (preferred Credit Assessment, )._** • Successful track record in growing and inspiring large teams, with proven ability to select, attract, motivate, retain, and develop leaders and team members. • Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements. • Proven ability to drive performance and grow businesses. • Experience with a matrix driven organization. Proven track record of building strong relationships with stakeholders. • Strong internal client-facing skills with excellent communication, negotiation and conflict management skills. • Analytical acumen and the ability to streamline complex processes. Educational Qualification:Graduation; MBA/ PG degree shall be an added advantage Location: IND Bangalore - MTP C4, 3rd Flr Language Requirements: Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**