BPO Jobs in Bengaluru

Job Title: Customer Service Associate Voice Location: Bengaluru, India Company: IntouchCX Experience: 6 months 4 years Job Type: Full-time About IntouchCX IntouchCX partners with top global brands to provide high-quality customer experiences across voice, chat, email, and social media. Known for tech-driven support, the company values innovation, excellence, and creating meaningful customer connections. Job Overview As a Customer Service Associate Voice, your role is to: Interact with customers via calls, resolving their issues end-to-end. Offer empathetic, efficient, and solution-oriented support. Go the extra mile to ensure customer satisfaction and loyalty. Provide "white glove" service, representing the brand at the highest standard. Key Responsibilities Handle voice-based customer interactions and solve issues independently. Build rapport, identify problems, and provide appropriate resolutions. Keep customers informed about resolution timelines. Maintain a high level of professionalism, accuracy, and courtesy. Requirements Education: Post-secondary degree in any field Experience: 6 months 4 years in customer service (voice preferred) Skills: Fluent in spoken English Strong problem-solving and analytical skills High emotional intelligence and judgment Able to work in night shifts and under pressure Quick learner with a customer-first attitude Benefits Attractive salary with performance incentives Medical insurance Free food and transport (if working on-site) Learning & growth opportunities Employee engagement, rewards, and recognition programs Qualification : Post-secondary degree in any field

Support Administrator Night Shift (US Time Zone, Voice Support) Location: Bangalore, India Power the Future with Us! SolarEdge (NASDAQ: SEDG) is a global leader in high-performance smart energy technology, powering homes and businesses across 133+ countries. With a commitment to innovation and sustainability, we offer intelligent solar inverters, battery storage, EV charging, and complete home energy management solutions. We are looking for a Support Administrator to join our dynamic team and play a vital role in ensuring seamless support operations for our customers and internal teams. About the Role As a Support Administrator, you will be responsible for handling case escalations, processing replacement part shipments, and assisting the technical support team with shipping, case management, and reimbursement inquiries. You will be the key point of contact for internal employees and customers, ensuring smooth communication and resolution of their concerns. This role requires working exclusively in night shifts (US Time Zone) and handling voice support. Key Responsibilities Customer & Internal Support: Answer customer and internal calls regarding shipment status and proactively communicate about any shipping delays or resolutions. Case Management: Follow up on cases that need additional information and ensure timely resolution. Shipment Handling: Process shipment inquiries, create return shipping labels, and coordinate part number updates for accuracy. Escalation Management: Handle reimbursement inquiries, out-of-warranty claims, and escalate complex cases to the appropriate teams. Cross-Team Coordination: Work closely with upper-level technical support and other departments to ensure smooth case processing and shipment accuracy. Job Requirements High school diploma or equivalent (Bachelor s degree preferred). 1-2 years of experience in Administrator, Processor, Customer Support, or a similar role. Strong customer service skills, with the ability to stay calm in challenging situations. Proficiency in Microsoft Excel and other Microsoft applications. Excellent data entry and typing accuracy. Strong communication, problem-solving, and analytical skills. Ability to prioritize and multitask efficiently in a fast-paced environment. Competitive salary and benefits package Career growth and skill development opportunities Diverse and inclusive work environment Regular training and upskilling programs Transportation and meal allowances for night shift workers At SolarEdge, our success is built on the talent and passion of our people. Join us in creating a future where clean, green energy powers the world! Apply now and be a part of our mission! Qualification : High school diploma or equivalent

Power the Future with Us! Location: Bengaluru, India SolarEdge (NASDAQ: SEDG) is a global leader in high-performance smart energy technology, with 5000+ employees, operations in 34 countries, and millions of installations worldwide. Our innovative product portfolio includes solar inverters, battery storage, EV charging, backup systems, and complete home energy management solutions. We are looking for a Workforce Management (WFM) Analyst to help optimize our call center operations and enhance customer experience. If you have strong analytical skills, thrive in a fast-paced environment, and enjoy working with real-time data and scheduling, this role is for you! What You ll Be Doing Monitor daily call volume and key performance metrics. Analyze real-time adherence data to identify trends and training opportunities. Maintain user profiles within WFM software. Create and adjust schedules based on forecasts, ensuring operational efficiency. Collaborate with leadership to schedule training and meetings while minimizing support impact. Provide actionable data to internal teams and offer insights for process improvements. Deliver feedback to call center team leaders and managers. Prepare & analyze reports on key performance indicators (KPIs). Adapt to changing priorities and perform additional duties as required. 1-2 years of experience in a workforce management role. Expertise in Erlang-C calculations for staffing and scheduling. Strong analytical and problem-solving skills. Excellent communication skills (verbal, written, and interpersonal). Proactive & self-motivated with exceptional time management abilities. Ability to multitask in a fast-paced, dynamic environment. Proficiency in Microsoft Office (intermediate Word, advanced Excel). Adaptability to change with the ability to set and adjust priorities as needed. Be part of a global leader in clean energy innovation. Opportunities for career growth and skill development. Regular training & upskilling programs. Work in a diverse and inclusive environment. At SolarEdge, we believe our people are our greatest asset. Join us and be a part of a future powered by clean, renewable energy! Apply today and take the next step in your career!

Power the Future with Us! Location: India SolarEdge (NASDAQ: SEDG) is a global leader in high-performance smart energy technology, with 5000+ employees, operations in 34 countries, and millions of installations worldwide. Our cutting-edge products include solar inverters, battery storage, EV charging, backup systems, and complete home energy management solutions. We are looking for dedicated and enthusiastic Customer Support Specialists to provide exceptional voice support to our US-based customers while collaborating with regional stakeholders in India. This position requires working exclusively in night shifts (US Time Zone) and providing voice support. What You ll Be Doing Handle inbound calls from US customers with professionalism and patience. Navigate cultural differences and address language barriers with tact and understanding. Troubleshoot and resolve customer issues related to SolarEdge products and services. Collaborate effectively with regional stakeholders to enhance the customer experience. Work closely with the local team in India to improve support processes and share insights. Maintain accurate records of all customer interactions in the CRM system. Contribute to process improvement by identifying trends and providing feedback. Participate in training sessions to stay updated on product knowledge and best practices. Excellent English communication skills (verbal and written). Ability to understand and work with various accents, especially American accents. 1-3 years of experience in customer support, preferably in a voice support role. Strong problem-solving skills and ability to think on your feet. Engineering or technical qualification is a must. Patient and empathetic approach to customer service. Proficiency in CRM systems and basic computer skills. Willingness to work night shifts aligned with US time zones. Familiarity with the tech industry is a plus. Be part of a global leader in clean energy innovation. Opportunities for career growth and skill development. Regular training & upskilling programs. Diverse and inclusive work environment. Transportation and meal allowances for night shift workers. At SolarEdge, we believe our people are our greatest asset. If you re passionate about delivering top-notch customer support and want to be part of the renewable energy revolution, we d love to hear from you! Apply today and take the next step in your career!

Operations Executive Travel (CST Operations) Location: Bangalore, Karnataka Department: Travel Business Team Employment Type: Full-Time | On-site | Rotational Shifts About Paytm Paytm is India s leading digital payments and financial services platform. As a pioneer of the mobile QR revolution, our mission is to empower millions of Indians by integrating them into the formal economy through technology. With over 500 million users and 21 million merchants, we are redefining financial access and commerce in India. About the Team Our Travel Operations Team plays a vital role in ensuring superior customer experience and backend support for our growing B2C travel business. The team focuses on revenue and vendor management, driving efficiencies, and building profitable travel offerings. About the Role As an Operations Executive Travel, you will be responsible for delivering seamless backend support for our customers. You ll handle travel-related queries, process ticketing and refunds, and work across GDS and LCC airlines while ensuring a high level of customer satisfaction. Key Responsibilities Operate in a 24/6 rotational shift environment supporting domestic and international travel bookings. Manage backend operations via Freshdesk, phone, and internal systems. Handle ticketing, re-issuance, refunds, and escalations across GDS and LCC airlines. Provide high-quality resolution and travel guidance to customers. Maintain high customer satisfaction (CSAT) by resolving queries efficiently and professionally. Support and mentor junior team members when needed. Skills & Qualifications Excellent verbal and written communication skills. 0 1 year of experience in a travel agency or travel operations (freshers welcome). Familiarity with domestic and international travel booking systems is a plus. Proactive, adaptable, and willing to learn in a fast-paced environment. Strong tech proficiency for using internal tools, researching travel options, and process handling. Educational Qualification: MBA preferred. Be part of India s largest and fastest-growing digital ecosystem. Work in a dynamic, inclusive, and fun-first culture that values innovation and collaboration. Grow your career with exposure to top travel partners, tools, and training. Enjoy flexible work practices and a team-driven environment. Compensation & Perks We believe in rewarding talent and performance. As part of Paytm, you ll have access to growth opportunities, continuous learning, and the chance to create wealth by contributing to India s biggest fintech success story. Apply now to be part of the digital revolution in travel with Paytm!

Group Manager Finance & Accounting Transformation, IBM Consulting About the Role A career at IBM Consulting is built on long-term relationships and close collaboration with clients across the globe. In this role, you'll work for IBM BPO, part of our Consulting team, which accelerates digital transformation through agile methodologies, process mining, and AI-powered workflows. As a Group Manager, you will work with leading visionaries across multiple industries to improve the hybrid cloud and AI journey for some of the most innovative and valuable companies in the world. Your ability to drive impactful change for clients is fueled by IBM s strategic partner ecosystem and our advanced technology platforms, including IBM Software and Red Hat. At IBM, curiosity and a constant quest for knowledge are central to success. In this role, you ll be supported by mentors and coaches who will challenge you to think outside of your role, come up with creative solutions, and deliver groundbreaking impact for clients. Our culture promotes career growth and continuous learning in an environment that embraces your unique skills and experience. Your Role and Responsibilities As a Group Manager, you will be responsible for managing finance clients across various industries, focusing on Finance and Accounts. Your responsibilities will include: Client Engagements/Contracts: Owning client engagements and contracts across geographies, ensuring the establishment of efficient processes, key metrics, and reporting mechanisms. Process Tracking & Decision-Making Support: Developing and maintaining robust tracking mechanisms for key operational indicators to support decision-making. Leadership & Change Management: Leading transformation efforts at a high level, providing guidance and inspiration to the team while driving change and managing challenging situations. Critical Process Parameters: Tracking and driving all process parameters that are "critical to quality" for process delivery. Team Development & Mentorship: Assisting in the career development of team members, including performance management, feedback, and training. Ensuring team members are adequately mentored and trained to meet process objectives and customer requirements. Required Education Bachelor's Degree in a related field (Finance, Accounting, Business Administration, etc.) Preferred Education Master's Degree in a relevant field. Required Technical and Professional Expertise 16+ years of experience in Finance and Accounting Delivery & Transformations. Proven experience in creating and developing value propositions, business cases, and industry-specific offerings. Expertise in strategic direction and initiatives design, including business outcome models, contracting structures, and the identification of new opportunities and business lines. Proficiency in supporting the sales team to build compelling business cases for prospective clients and collaborating with Process Delivery leaders to identify and implement process improvements. Continuous process improvement and transformation experience, including the ability to carry out maturity assessments. Preferred Technical and Professional Experience A certified Chartered Accountant, Company Secretary, or Certified Management Accountant. Proven experience in end-to-end processes like Record to Report, Procure to Pay, and Order to Cash. In-depth knowledge of central finance reporting, management reporting, and reports. Ability to influence stakeholders including internal and external customers, operations, and finance partners. An ambitious individual with the ability to work towards agreed targets/goals while maintaining a creative approach to tasks. Strong change management skills and the ability to manage time effectively. Proven interpersonal skills, contributing to team efforts and achieving related results. Stay up-to-date with technical knowledge through workshops, publications, and continuous education. At IBM Consulting, you ll be part of a dynamic, evolving team that drives change and transformation for clients worldwide. You ll have the opportunity to shape the future of finance and accounting processes, leveraging IBM s advanced technology platforms and strategic ecosystem. Join us and grow your career while making a lasting impact in the world of digital transformation. Qualification : Bachelor's Degree in a related field (Finance, Accounting, Business Administration, etc.)

Summary Provides accurate, timely, and meaningful financial analysis to influence business decisions. Provides analysis to business partners, including: business planning, budgeting, forecasting, and reconciliations. Participates on cross-functional work teams. Description At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com/. Reimagine the possibilities at Johnson and Johnson Global Finance! We live this motto every day by creating game-changing business solutions for the world s largest and most broadly-based healthcare company. As a member of our Global Finance team, you will have best-in-class access to a network of financial professionals located in over 60 countries. This new network will help you build on your current skills and explore opportunities to grow your career in J&J. At J&J Global Finance, we value ideas for innovation and improvement and are committed to diversity and inclusion. Together we will reimagine business processes to become more effective, more efficient, and improve customer experience. We are proud to be an equal opportunity employer. This role will be part of the Global Services Finance team reporting into the overall GS CFIN ATR Lead for EMEA region. The Global Services Finance organization provides best-in-class, cost-effective financial services, and compliance in a J&J way to our Operating Companies around the world. As CFIN ATR Platform Team SME, you will have the opportunity to join the Global Platform Team supporting the Data Quality Process for one or more platforms replicating to CFIN. This role will work across GS operational process teams, LTI, GPOs and together with GS ATR Regional Platform teams, to ensure that we have an integrated approach to our monthly data reconciliation reporting. This will include interaction with our LTI partners from Data Quality, coordinating root cause error resolution, and discuss sustainable solutions. The CFIN ATR SME will manage processes such as manual journal entries preparation and posting, identification of opportunities in the process, Reconciliation package preparation and communication and coordination with various Global Services, FSDM, Data Integrity Teams among others. Key Responsibilities: Be compliant with applicable laws and regulations, and follow guidelines in the J&J Credo Maintain Operational Excellence Responsible for performing accounting and daily operations for CFIN ATR processes for their platform(s). Accountable for completeness, accuracy and validity of the actuals reported within process/entity scope. Provide support to the replication error resolution process for Source ERPs to SAP CFIN. Post journals in SAP CFIN according to the need generated by replication errors. Prepare the reconciliation package for Sales and Trial Balance accounts monthly as indicated in associated SOX controls. Support review of sustainability points that are still in process. Use and management of confidential information. Be a Trusted Business Partner Work with other SMEs/analysts on process and operational matters. Cross sector, cross region, and cross process alignments, and ensuring good documentation is maintained and consistency of a global approach. Create Game-Changing Innovation Generate ideas, fosters, and implements continuous improvement, identifying and pursuing process efficiency opportunities. Manage process improvements, generating ideas and implementing in line with global standards. Qualifications: Education A minimum of a bachelor s level degree or equivalent is required, preferably in accounting, finance, or related business subject area. CPA, CMA, MBA and/or other financial certifications is preferred. Required At least 3-5 years of professional experience is required. Strong interpersonal skills and the ability to interact with employees at all levels. Be open to new ideas, rapid change and embracing new technologies. Strong Analytical Skills. Location Bangalore Preferred Experience with Central Finance (Cfin) Experience in a Shared Service Centre of a multinational corporation or BPO. Experience in a Global Account to Report function of a large multi-state company. Ability to handle ambiguity and fluid situations, demonstrating a pragmatic approach. Successfully manage multiple priorities, be very organized and work efficiently to tight deadlines. Solid US GAAP accounting knowledge. Digital/ intelligent automation capabilities. Other Proficient in ERP systems (SAP preferred) and MS Office in particular Excel. Candidates may be asked to work shifts to align with global assignments in Americas / EMEA / Asia as per the global nature of the platform Lead/Participate in other Regional/Global/Cross functional duties as assigned. Strong written and verbal communication skills in English, other language skills desirable.

Job Title: Sales Trainer Location :Bengaluru Job Summary The Sales Trainer is responsible for delivering new hire training, process training, and sales training in the banking or insurance domain. This role involves conducting refresher training, performing training needs analysis (TNA), and collaborating with quality and operations teams for process improvement. The trainer should be able to execute training tasks on short notice, contribute to the learning process, and ensure that team members meet performance standards. Responsibilities Conduct Training: Deliver new hire training (NHT) and process-specific training. Sales Training: Conduct sales training sessions in banking or insurance domains. Refresher Training: Facilitate refresher training to ensure ongoing development and performance improvements. TNA & TNI: Conduct Training Needs Analysis (TNA) and Training Needs Identification (TNI) sessions. Monthly Activities: Complete monthly cyclic activities, including fresher training, monthly tests, and call monitoring. Learning Requirements: Identify training needs and understand learning requirements for continuous improvement. Process Improvement: Liaise with Quality and Operations teams to identify and execute process improvement plans. Quick Execution: Ability to execute training tasks and assignments on short notice. Contribute to Improvement: Demonstrate a keen interest in delivering and contributing towards process improvement efforts. Eligibility Minimum of 2 years' experience within BPO. Experience in sales or insurance training (banking experience preferred). Excellent written and verbal communication skills. Proficiency in MS-Excel. Strong command of the English language is required.

Introduction A career in IBM Consulting means building long-term relationships and collaborating closely with global clients. As part of IBM BPO, you ll be at the forefront of digital transformation, leveraging agile methodologies, process mining, and AI-powered workflows. You will work alongside industry leaders to help the most innovative companies optimize their hybrid cloud and AI journeys, supported by IBM s advanced technology platforms, including IBM Software and Red Hat. Curiosity, continuous learning, and innovation are at the core of IBM s success. In your role, you ll be encouraged by mentors and coaches to challenge conventional thinking, explore new ideas, and develop groundbreaking solutions with real impact. Your Role and Responsibilities As a Process Analyst Order to Cash (O2C), you will manage various aspects of accounts receivable, including cash application, account reconciliation, and investigation of discrepancies. You will play a key role in ensuring accuracy, timeliness, and adherence to service-level agreements while driving automation and operational efficiency. Key Responsibilities: Analyze receivable accounts, investigate entries, and prepare audit-related documentation. Execute netting instructions, Direct Debit runs, and Oracle updates; handle Direct Debit rejections. Investigate and rectify unapplied payments, ensuring proper allocation. Provide information related to customer payments, refunds, and other accounts receivable inquiries. Meet client Service Level Agreements (SLAs) and ensure tasks are completed within specified timelines. Required Technical and Professional Expertise Commerce graduate with 2-4 years of experience in Order to Cash (O2C). Expertise in cash application automation, increasing touchless cash settlement, and reducing complexity in assigned accounts. Proven track record in meeting accuracy and timeliness goals, achieving individual and business metrics. Experience collaborating with customers, sales, and finance teams for process improvements. Hands-on proficiency in automating and optimizing cash applications. Preferred Technical and Professional Expertise Proficiency in MS Office applications and experience with ERP systems as an end-user. Self-motivated, goal-oriented achiever with a strong focus on meeting targets. Ability to thrive under deadlines and contribute to change management initiatives. Strong interpersonal and teamwork skills.

Job Description: We are seeking a highly analytical and detail-oriented Assistant Manager, Pricing & Analytics to provide financial insights and projections to key stakeholders, support pricing strategies for new business opportunities, and drive data-driven decision-making. This role requires a strong understanding of financial operations, pricing negotiations, and data analytics to optimize business performance. Key Responsibilities: Provide analytical and financial insights to operational teams regarding productivity, forecasting, reporting, and cost metrics. Develop pricing models for new business opportunities and lead rate negotiations. Review and analyze Master Service Agreements (MSAs) and Statements of Work (SOWs) for new and existing clients. Collaborate closely with senior executives, including CXO-level stakeholders, to provide financial support and strategic recommendations. Generate accurate monthly financial reports and assist in creating impactful presentations that drive business decisions. Identify business challenges, propose effective solutions, and implement analytical frameworks for continuous improvement. Support corporate projects and initiatives with organization-wide impact. Research and analyze variances in financial forecasts, budgets, and expenses, proactively identifying areas for optimization. Establish and maintain strong relationships with business partners and cross-functional teams at all organizational levels. Qualifications & Skills: Bachelor s degree in Finance, Accounting, Business, or a related field. MBA or Chartered Accountant (CA) preferred. 4 to 7 years of experience, with at least 3+ years in operational finance, pricing, rate negotiation, and analytics. Hands-on experience in BPO pricing, financial analysis, and cost modeling. Strong understanding of financial principles, profit & loss (P&L) management, and cost allocation. Proficiency in Microsoft Excel, Word, and PowerPoint. Ability to manage multiple tasks in a fast-paced, evolving environment while maintaining a strategic perspective. Excellent interpersonal and communication skills, with the ability to engage with various management levels. Proven ability to drive projects, influence decision-making, and implement process improvements. Work Location: Bangalore (Hybrid Model) Candidates must be based in Bangalore. This role presents an excellent opportunity to work in a dynamic and fast-growing environment, leveraging analytics and pricing expertise to drive impactful business outcomes. If you are passionate about data-driven decision-making and financial optimization, we invite you to apply and be part of our innovative team at [24]7.ai. Qualification : Bachelors degree in Finance, Accounting, Business, or a related field. MBA or Chartered Accountant (CA) preferred.

Introduction A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe. In this role, you will work for IBM BPO, part of Consulting that, accelerates digital transformation using agile methodologies, process mining, and AI-powered workflows. You ll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio, including IBM Software and Red Hat. Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you ll be supported by mentors and coaches who will encourage you to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in groundbreaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and learning opportunities in an environment that embraces your unique skills and experience. Your Role and Responsibilities As a Process Analyst Onboarding, you are responsible for ensuring a seamless onboarding experience for new joiners. Your primary responsibilities include: You will be the first point of contact for new employees and hiring managers from offer acceptance to onboarding. Facilitate onboarding sessions. Welcome new employees, handle paperwork, and ensure understanding of current IBM business, structure, and strategies. Ensure employee data is collected at the onboarding stage and reaches HR system(s) promptly. Comply with local government requirements on time. Required Technical and Professional Expertise Graduate or postgraduate (MBA HR is preferred) with 1-2 years of experience in handling Learning Administration at an International IT/ITES Company. Should have a combination of recruitment and human resources skills to ensure a smooth and positive onboarding experience. Should coordinate and facilitate training sessions on job-specific tasks and responsibilities. Collect feedback from new hires about their onboarding experience and use this information to make continuous improvements to the onboarding process. Identify areas for enhancement and work collaboratively with relevant teams to implement changes. Preferred Technical and Professional Expertise Proficient in MS Office applications. Excellent communication skills in English both oral and written. Self-directed and ambitious achiever, meeting targets effectively. Demonstrated ability to analyze complex data, complemented by strong interpersonal and organizational skills. Enhance technical skills by attending educational workshops, reviewing publications, etc. Qualification : Graduate or postgraduate (MBA HR is preferred) with 1-2 years of experience in handling Learning Administration at an International IT/ITES Company.

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 expectations. Role and Key Responsibilities : Manage a team of at least 100-150 executives supporting Voice operations Flexible and willing to work in a 24/7 shift environment. Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction Establish & Manage Relationships / Engagement with the Clients Oversee team organize resources, set goals, carry out strategy from Executives and client on a day-to-day basis; reporting responsibilities Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed 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, Client scorecard, Metrics management reports) 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 targets 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 WFM & Client and make adjustments to meet changing requirements Attend business reviews with the clients. Manage & control attrition keeping it to the minimum and plan for timely back fills Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity and teamwork. Provide advice and assistance to senior management in planning, implementation, and evaluation of existing operations. systems and procedures Participate in weekly and monthly calls with clients to understand the expectations from the teams and provide updates Ensure that all audit related issues are brought to a close Identify and drive continuous improvements and initiatives in the process Coach & mentor Team leads, enabling them to lead their teams effectively Hire leads and managers, train, conduct inductions, manage employee & client satisfaction scores, performance Appraisals and attrition management Ensure that all internal customer queries are followed up on a timely basis Collaborate with internal teams, inter departments, cross functions across locations Ability to lead, guide, and mentor a team effectively, even in a fast-paced BPO environment. Ability to manage conflicts, motivate team members, and foster a collaborative work culture. Leadership skills to drive performance, handle challenging situations, and ensure alignment with client expectations Key skills and knowledge : Strong understanding of banking products (e.g., loans, credit cards, accounts), services, and financial transactions Strong knowledge of Credit card and other Banking products Excellent verbal and written communication skills for interacting with clients, teams, and internal stakeholders Experience in handling voice operations (inbound and outbound) Client facing roles managing and representing operations Knowledge of the patient lifecycle journey of in US Healthcare & India - related regulatory requirements Experience in client facing roles managing and representing operations Experience in handling multiple teams and has shown improvement in the overall team performance Ability to coach and guide frontline, SMEs, support functions staff & the TL on a clear objective of delivering excellent customer experience A creative mind to think beyond the status quo and propose solutions internally as well as to clients Experience in working closely with Training and Quality team to strengthen and develop SOPs and training materials Quartile & People management skills Strong focus on delivering exceptional customer service and client satisfaction. Ability to understand customer needs and work with internal teams to ensure service excellence Educational Qualification : Graduation

If you re looking for a career where you can make a real impression, join HSBC and discover how valued you ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions. We are currently seeking an experienced professional to join our team in the role of Site Lead, Global Trade Solutions (GTS) Business Services Business: Digital Business Services Principal responsibilities: Impact on the Business: To deliver superior customer service by driving operational performance, (meeting PLAs, reducing cost, driving operational efficiency, and reducing operational risks). Manage GSC ( Global Service Centers ) /BS ( Business Services ) resources effectively to meet strategic objectives of the business. Support and drive effective cross training programmes across GSC/BS locations to ensure that the GSC/BS are adequately resourced to meet the demands of the business. Typical KPIs and Targets: Meet or Exceed PLAs ( Performance Level Agreement ) , drive OOE ( Overall Operating Efficiency ) , reduce operational risk by raising awareness/ sharing best practice, within Business Services Support other Trade BS locations when required to ensure the BS provide the best possible service to the business and their customers. Drive SELF programme, ensure effective cross training programmes are in place. Keep aware of industry changes and opinions. Customers / Stakeholders: Ensure that the customer is at the heart of everything we do both personally and as an organisation. To partner with Global Businesses, Global Change Delivery and other stakeholders to drive operational change programmes and have oversight of operational change programmes that impact the Business Service To assume overall responsibility for process management and operational integrity of the GSC/BS site. Typical KPIs and Targets: Meeting or exceeding PLAs, going the extra mile to deliver superior customer service. Improving trend in both internal and external customer satisfaction scores Ensure that all operations are handled in accordance with procedures and that the Management Team fully understands the operational and financial risks associated with production processing. Leadership & Teamwork: Lead a highly motivated and skilled team, which allows the GSC/BS to meet the business objectives. Build and maintain good working relationships with Business Partners, operate in an open and transparent way being fully accountable for supporting their business. Support other Business Service Teams, Global Transformation and/or other stakeholders in driving operational change programmes. Typical KPIs and Targets: Ensure that all staff have objectives, regular 1:1s, and that SELF training plans/development plans are in place and being monitored. Monthly BP meetings to discuss performance and clear accountability for follow up actions. Active participation and delivery of Global Change programmes Operational Effectiveness & Control: To provide a platform to enable Group companies to significantly reduce their operating costs whilst maintaining Customer service standards. To continually re-assess the operational risks inherent in the business donor Group companies. Ensure adequate contingency procedures are in place to minimize the impact of partial or total site failure. To be aware of the nature of our customers business/trading patterns and alert to any out of the ordinary transactions, which should be escalated to Senior Management To be fully conversant with FIM ( Functional Instruction Manual ) , anti-money laundering and sanctions and internal procedures/polices and regulatory requirements of our business. Typical KPIs and Targets: Be aware of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies. Identifying potential risks and raising with the appropriate party e.g. Risk. Ensure contingency requirements are continually updated in terms of strategic changes on account of migration growth plans in conjunction with central BCP ( Business Continuity Planning ) team. Major Challenges: The nature of the role requires that highly effective resource management techniques be employed to ensure optimal operational efficiency across a wide variety of processes migrated to the GSC from the GTS business. The complexity of the role also requires the job holder to have an in depth understanding of the Trade business and industry standards such as UCP/URC/ISBP ICC opinions/URR. Staff retention will be a significant challenge due to the increasingly competitive nature of the GTS business and the BPO industry in the countries where some of the Business Services teams are located. It is essential that the GSC/BS management team demonstrates HSBC values and is able to lead and motivate staff with widely differing aspirations working in a high-pressure productivity-based environment where deadlines are critical. Job satisfaction through rotation is a key requirement to aid retention therefore effective training and resource management is essential. In migrating work to the GSC Group companies must feel confident that their business is not being put at a greater risk. Effective business knowledge combined with operational risk management will be essential in developing trust and confidence within the business. Role Context: The establishment of the Global Trade Solutions Business Services locations within Digital Business Services is a key part of Commercial Banking strategy, aimed at allowing them to grow their business, drive global consistency, improve customer service and reduce operational risk. The GSC environment focuses on the delivery of a highly professional custom...

Job Title: Technical Support Associate Location: Bengaluru, India Company: IntouchCX Experience: Minimum 6 months (with international customers) Job Type: Full-time About IntouchCX IntouchCX delivers premium customer experiences for major global brands across voice, chat, email, and social platforms. They are known for their tech-forward support and commitment to quality-driven service. Role Overview As a Technical Support Associate, you will: Provide multi-level support for hardware, software, OS, and network issues. Troubleshoot problems using remote access, email, and phone. Deliver technical advice, resolve issues, and ensure customer satisfaction. Represent the brand with strong communication and technical expertise. Key Responsibilities Diagnose and resolve software application and hardware issues Handle installation and maintenance of operating systems and computer applications Troubleshoot network/VPN/intranet/internet connectivity problems Provide guidance and recommendations based on customers technical issues Set up and support laptops, desktops, notebooks, and related hardware Maintain high standards of technical documentation and resolution tracking Qualifications & Skills Experience: At least 6 months of technical support (international BPO/tech support preferred) Language: Fluent spoken English Skills: Excellent problem-solving and analytical thinking Strong interpersonal and customer handling skills Good knowledge of consumer electronics, IT products, OS, and networks High emotional intelligence and ability to remain calm under pressure Passion for technology and self-learning Benefits Competitive salary with performance-based incentives Medical insurance Free food and transport (for on-site shifts) Growth opportunities through training and development Strong employee recognition and engagement programs