BPO Operations Manager | FinTech Program

Overview:Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, India and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees. We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.
Our Core Values:

Integrity - Do what’s right for everyone: clients, shareholders, partners colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal
Our Mission: To create conditions within which people can thrive!
As an Operations Manager, you will be responsible for a wide spectrum of projects. You must be able to multitask with ease and proficiency. You will oversee and drive performance and continuously improve overall client experience and results. You will manage the efficiency and profitability of core programs or LOB while also ensuring successful execution in the interconnected operations across the enterprise. This includes creating world-class delivery centers which translate into a premium client experience, loyalty, and retention in a way that maximizes customer and shareholder value.
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Responsibilities:

Responsible for managing call center operations activities including day-to-day operations, training, and quality for one or more accounts/programs/LOB's that contribute to the acquisition, satisfaction, and retention of client contracts/agreements
Ensures achievement of service levels, key performance indicators, business objectives and financial targets stipulated by the primary client in conjunction with FPS through active coordination with various Operations and Support teams (i.e. Quality, Training, Human Resources, I.T., etc.)
Establishes policies, procedures, product and service standards to ensure quality and efficiency as well as compliance with regulations and company policy
Partner with site leadership to ensure compliance with operational governance and business strategy including performance management, incentive management, coaching effectiveness, and employee retention
Strong time management, organizational, problem solving and analytical skills with proven ability to turn findings into executable plans to meet business objectives
Strong communication skills and demonstrated experiences as a collaborator who has built successful relationships and influenced across the business lines to drive results
Facilitator and developer of high performing team members to meet or exceed business goals and/or objectives, while fostering a team atmosphere Manages budget and financial goals
Manages the program efficiently and effectively and adds value to the overall company growth and success
Adapt departmental plans and priorities to address business and operational challenges
Perform supervisory audits as necessary
Qualifications:

Minimum 10 years of experience in the call center industry; 5 years at a managerial level
The candidate must have a very strong Operations managerial experience as the gatekeeper.
Proven track record in managing an operation with a minimum of 200 FTEs in a FinTech or similar programs.
Solid experience in scaling an operation over time, which includes recruitment change management processes
Proven record of financial/business management, including management of multi-million dollar PL
Humble but assertive; pro-active; solution-oriented; problem-solving skills; a great coach
Objective and data-oriented, exposure to concepts such as Six Sigma, LEAN (preferable)
Strong leadership and people management skills
Competitive benefits package awaits to those who will be chosen for the role.
Must be willing to work onsite.
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All applicants will be processed virtually and remotely. Candidate(s) must be willing to work onsite once identified.
_ Location: 6th Floor,Wing 3,Cluster 'D',EON Kharadi Infrastructure Pvt. Ltd. T ITES,Special Economic Zone,Plot No 1,Survey No 77,Kharadi Knowledge Park,MIDC, Pune, Maharashtra_
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Location: 6th Floor,Wing 3,Cluster 'D',EON Kharadi Infrastructure Pvt. Ltd. T ITES,Special Economic Zone,Plot No 1,Survey No 77,Kharadi Knowledge Park,MIDC, Pune, Maharashtra

Job Type: Full-time

Schedule:

Rotational shift Read more