Operations Supervisor/Manager

We are seeking a results-driven Operations Supervisor / Operations Manager with strong experience in financial services accounts, particularly US or UK banking and collections. This role is responsible for leading day-to-day operations, driving team performance, and ensuring compliance with client and regulatory standards.

The ideal candidate has a solid background in operations management within the BPO industry and a proven track record in people leadership.

Key Responsibilities

• Oversee daily operations for financial (Banking & Collections) accounts

• Ensure achievement of KPIs, SLAs, productivity, quality, and compliance metrics

• Lead, coach, and develop Team Leaders and/or frontline associates

• Conduct performance reviews, coaching sessions, and action planning

• Analyze operational reports and implement performance improvement strategies

• Manage escalations and ensure timely resolution of complex customer concerns

• Ensure adherence to financial regulations, client policies, and internal controls

• Drive employee engagement, retention, and succession planning initiatives

• Partner with Quality, Training, WFM, and other support teams to optimize operations

Qualifications

• At least 4 years of operations management experience in a financial account (preferably US/UK Banking and Collections)

• 2–4 years of people management experience (handling Team Leaders and/or frontline agents)

• Strong knowledge of banking, credit, or collections processes and compliance standards

• Proven ability to manage performance metrics and drive operational improvements

• Excellent leadership, coaching, and stakeholder management skills

• Strong analytical and reporting skills

• Willing to work onsite on a shifting schedule