What you'll be doing

Manage and oversee the operations of the financial program, including staffing, training, and performance management Develop and implement operational strategies to improve productivity, efficiency, and customer satisfaction Monitor and analyze key performance indicators to identify areas for improvement Collaborate with cross-functional teams to resolve customer issues and address client needs Ensure compliance with relevant regulations and internal policies Provide coaching and mentorship to team members to support their professional development Participate in the planning and implementation of process improvements and new initiatives

What we're looking for

Minimum of 3-5 years of experience in a similar operations management role, preferably in the call centre or customer service industry Strong leadership and people management skills, with the ability to motivate and inspire a team Excellent problem-solving and decision-making abilities, with a focus on continuous improvement Proficient in data analysis and performance reporting Thorough understanding of call centre operations, including staffing, scheduling, and quality assurance Familiarity with financial services regulations and compliance requirements Excellent communication and interpersonal skills, both written and verbal