Manager - Card Operations

Kelly Services
  • Chennai
  • 10-13 lakh
  • 8-13 years
  • 16 Jul 2015

  • Customer Service, Operations

  • Banking - Retail, Financial Services/ Capital Markets, Banking - Corporate
Job Description

Lead staff of 20-25 associates
Direct all activities in the department
Consistently reach aggressive business-defined performance indicators with urgency
and commitment
Focus on service quality and customer satisfaction
Motivate employee performance and continuously develop talent though
encouragement, feedback and coaching
Serve as a role model in a culture of accountability, integrity and respect
Support our community through bank sponsored volunteer activities
Promote an environment of open communication
Participate in recruitment for the department and ensure retention of quality employees
Lead various project teams and critically evaluate current processes for improvement
Responsible for achieving and monitoring aggressive team performance targets: productivity, quality and customer
satisfaction, meet/exceed business plan financial commitments (unit cost).

Call center or production management.
Bachelors Degree or equivalent experience, advanced Degree preferred
Familiarity and understanding of financial industry preferred
8-10 years of which 4-6 years in Operational process management
Leading and managing large teams for 2-4 years. Track record of building teams, managing employee motivation
Competence in Risk & Control, detailed knowledge of Citi policies and procedures, ability to identify and mitigate
emerging risks
Management Skills:
Takes immediate and independent action to resolve issues or problems when they arise
Ability to make sound decisions that reflect good judgment
Exceptional performance management abilities
Ability to collaborate, build relationships and work across the organization in a multisite matrix operations environment
Demonstrated success driving organizational change with a track record of process improvement
Ability to plan for projects and initiatives by identifying risks and assumptions
Exceptional influencing skills that inspire action without full reliance on authority
Superior execution skills with attention to detail and focus on clear, realistic action steps
and timelines including capacity planning and financial's.
Ability to probe beyond symptoms to determine the underlying causes of problems

Technical Skills:
Experience in complex financial analysis and ability to infer relevant business applications
Strong PC skills (Microsoft Office)
Project management experience preferred
Excellent oral and written communication skills
Ability to work effectively in the face of ambiguity, shifting priorities and multiple deadlines
Experience in interviewing

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Kelly Services