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Job Summary

Manager, Operations is accountable for leading across a variety of functions and roles at our Bangalore office. Within the scope of this role are components of Customer Care (Service) and Quality Management.

It is expected that the incumbent cultivates a sponsorship network throughout the business and drive collaborative efforts for each team. In addition, this role is responsible for delivering against a number of KPIs inclusive of both production and quality metrics.

This leader is responsible for developing a number of processes across all teams. These processes support various channels of cardmembers inquiries and minimize regulatory and procedural compliance risk, including but not limited to:
As a Customer Care (Service) Back Office leader, the Manager ensures the department adheres to all bank policies, including regulatory timeframes, client SLAs and compliance with the processes. This leader builds, implements and executes on the strategies for the department while working with internal business partners to ensure all first-line of defense functions are completed efficiently and effectively.

As a leader tasked with Quality Management, the Manager executes and provides support of quality monitoring that is critical to driving a high level of quality assurance for business units operating within our Care Centers. The position also provides oversight in managing escalated appeals, internal audits, and calibration activities, while also supporting the monitoring targets and meeting the established performance standards.

Essential Job Functions

• Leadership - Lead supervisors and grow and develop leadership talent. Recruit, develop and mentor the department’s team so that they are skilled, effective and fully capable of executing the responsibilities and expectations of their positions. Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities. Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning. Create an environment that is professional, supports our associates, clients and customers, and adheres to our commitment to business ethics and company values. Ensure the department provides a welcoming, safe and healthy environment for all associates and key stakeholders. Must apply knowledge in the regulations and guidelines pertaining to the department.

• Strategy - Activate and evolve the departmental strategic initiatives to strengthen and achieve organizational alignment, performance, accountability, control measures and cultural acceptance of these supportive functions. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM (Instant Messaging), and regular interpersonal communication.

• Business Relationships - Cultivate and maintain active relationships with key business partners, driving sponsorship engagement including awareness, desire, knowledge, ability, and reinforcement; remain knowledgeable of Regulatory requirements and Procedural guidelines to maintain applicable industry, business, and operational acumen and to ensure testing attributes are aligned; and share relevant information to appropriate audiences. Interacts with and influences all levels of management across the business.

• Operations & Performance Management - Maintain and improve operations by monitoring performance, identifying opportunities and developing action plans for resolution while driving productivity, quality, and high service standards for the department. Create appropriate accountability measures. Analyze business trends and take necessary actions to ensure operational success. Manage volumes and both client and regulatory SLAs. Set and manage productivity standards. Understand and manipulate large data and analysis to deliver a compelling story. Oversee the efforts to collect and analyze monthly results, identify trends in monitored activities, share learnings and knowledge, and recommend process improvements as appropriate; and provide visibility through reporting and actionable insight.

Reports to: Sr. Manager, Operations

Working Conditions/ Physical Requirements: Normal office environment, some travel may be required.

Direct Reports: 3-6, with an overall team size of 90+

Minimum Qualifications:

• Degree Required: Bachelor’s Degree in Business, Arts, Commerce, Humanities or equivalent
• Years of Work Experience Required 10-12 years
• Type / focus of work experience required: Experience in Back Office and/or Process Outsourcing.

Preferred Experience:

• Master’s Degree in Business, Arts, Commerce, Humanities or equivalent
• Four or years of supervisory experience preferred. Experience setting up in house captive back-office teams.

Other Duties

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

• All job offers are contingent upon successful completion of credit and background checks.

• Bread Financial is an Equal Opportunity Employer.

Job Family:

Care Center Operations

Job Type:

Regular