Operations Manager

Job Description

• Operational Management

• Supervise and manage call center teams handling Treasury and Auto Loan inquiries.

• Monitor call volumes, response times, and service quality to meet KPIs.

• Implement workflow improvements to enhance efficiency and customer satisfaction.

Customer Service Excellence

• Ensure agents provide accurate information on Treasury products (e.g., deposits, investments, cash management) and Auto Loan services (applications, payments, refinancing).

• Resolve escalated customer issues promptly and professionally.

• Maintain high standards of compliance with banking policies and regulatory requirements.

Resolve escalated customer issues promptly and professionally.

• Maintain high standards of compliance with banking policies and regulatory requirements.

Team Leadership

• Recruit, train, and coach call center staff.

• Conduct performance evaluations and provide f...