Operations Manager

Job Title:

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectation

Role and Key Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

• Experience in Transaction monitoring, suspicious, Activity review, KYC/EDD/CDD and sanctions & PEP Screening with strong knowledge of AML regulations and financial Crime compliance and crime

• Maximize revenue generation to reach long-term and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Select, train, develop, and manage 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 partner 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

Candidate Profile

• Associate’s degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred
• Call center experience preferred
• 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 a team of employees
• Willingness to work a flexible schedule

Career Framework Role

• Manage professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s).
• Accountable for the performance and results of a team within own discipline or function.
• Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals.
• Adapt departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receive guidance from senior manager and/or director.
• Provide technical guidance to employees, colleagues and/or customers.
• Accountable for results in terms of costs, strategies and employees.

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