01Overview
Job title: Customer Service (Voice) Banking Process/Operations Manager
Location Indore
Key Responsibilities
10 + years of experience with Customer Service Helpdesk Operations in a high-volume US banking setting, covering service delivery, SLA compliance, team leadership, client management, and process improvement.
Manage Helpdesk operations in a high-volume US Banking environment and ensure SLA/KPI compliance.
Oversee check lifecycle operations, escalations, exceptions, and compliance activities.
Lead Voice, Chat, and Email support teams to achieve service excellence.
Handle hiring, onboarding, performance management, and team development.
Act as the primary point of contact for clients and manage stakeholder communication.
Improve customer satisfaction, First Contact Resolution (FCR), and operational efficiency.
Prepare MIS reports, dashboards, and maintain operational documentation.
Use CMS, Salesforce, or similar tools while driving continuous process improvements. .
