Operations Manager

Responsibilities

• Supervise and manage call center teams handling Treasury and Auto Loan inquiries.
• Monitor call volumes, response times, and service quality to meet KPIs.
• Implement workflow improvements to enhance efficiency and customer satisfaction.
• Ensure agents provide accurate information on Treasury products (deposits, investments, cash management) and Auto Loan services (applications, payments, refinancing).
• Resolve escalated customer issues promptly and professionally.
• Maintain high standards of compliance with banking policies and regulatory requirements.
• Recruit, train, and coach call center staff.
• Conduct performance evaluations and provide feedback for continuous improvement.
• Foster a culture of accountability, collaboration, and customer focus.
• Develop and execute strategies to improve call center performance.
• Collaborate with Treasury and Auto Loan dep...