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BriefCase

Operations Manager Manual Fraud Job in Recruise India Consulting Pvt Ltd

Operations Manager Manual Fraud

Recruise India Consulting Pvt Ltd 4+ weeks ago
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Job Summary

Roles and Responsibilities

7 -8 years of work experience in an operations roles leading large teams (preferably in backend customer operations) involving ability to effectively manage, set team goals, develop people to their highest levels of performance, and guide teams through challenging managerial situations Experience in process design and delivery with proven ability in project execution and communication, maybe from consulting or corporate environments Data analytics competence Experience deploying transformational improvements and familiarity with CI concepts of lean, variation reduction, and design for six sigma methodologies Lead, motivate, and develop high performing teams within a time-sensitive and demanding environment to deliver on operational KPIs. You will be managing up to 4-6 Team Leads, who will each be managing up to 20 Specialists Focus on management of Input metrics(Queue health metrics, Quality and Customer experience) and Output metrics (Dollar saving, False positive rate, and MO/ pattern identification); Deliver on goals agreed upon with stakeholders, and plan glide paths to meet them Be a trouble shooter in case of issues relating to processes affecting the process KPIs and KRAs; Dive deep into the numbers and make data-driven process improvements Work cross-functionally with various supporting teams (such as Quality, Training, Analytics and Operations) to ensure your teams are delivering exceptional customer experiences Build cadence and governance around process and policies to drive best in class support Encourage a culture of continuous process improvement, experimentation and a drive to deliver a excellent experience every time Proactively identify, RCA and flag downward KPI trends, critical process gaps and improvement opportunities




Experience Required :

5 to 7 Years

Vacancy :

2 - 4 Hires

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