Process Manager - Voice

About the role

We are seeking an experienced Manager - Operations to manage day-to-day delivery for Chennai-based international banking contact centre operations. The role is responsible for performance management, service delivery, people leadership, stakeholder coordination and continuous improvement across assigned teams.

What you'll do

• Manage daily operational performance across assigned teams and Lines of Business
• Ensure achievement of SLAs, KPIs, quality, productivity, customer experience and compliance-related expectations
• Monitor intraday and periodic performance trends and implement action plans to address gaps
• Coordinate with WFM, Quality, Training and support functions to maintain stable delivery and operational discipline
• Ensure adherence to standard operating procedures, client requirements and internal governance expectations

What you need

• 10–18 yrs of experience
• Coordination
• Voice process
• SOP writing
• Process management
• Reporting
• Root cause analysis
• Any graduate

Good to have

• Talent management
• Performance management