Operations Manager 1

Job Title

Operations Manager 1

Job Description

The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

Essential Functions/Core Responsibilities

• Lead and manage customer service operations across all channels, ensuring SLAs, KPIs, and quality standards are consistently achieved.
• Oversee, coach, and develop Team Leaders and support staff to drive high performance and continuous improvement.
• Handle escalations and complex customer complaints with professionalism, urgency, and ownership.
• Collaborate with internal and external stakeholders to align on service expectations, identify process improvements, and support strategic initiatives.
• Monitor, analyse, and report on operational performance metrics; develop action plans to enhance efficiency, quality, and customer satisfaction.
• Ensure all case files, investigations, and reports are accurately documented with supporting evidence.
• Maintain compliance with internal policies, industry regulations, and best practices; support fraud awareness and prevention initiatives.
• Foster a culture of accountability, empowerment, and innovation within the team.
• Lead operational readiness for new product launches, service changes, or system enhancements.
  
  

Education & Experience Requirements

• Bachelor’s degree in Finance, Business, Operations Management, or a related field (required).
• 10-12 years of experience in contact center operations, with at least 5 years in leadership roles managing customer service teams.
• Minimum 3 years an Operations in international banking (including fintech).
• Proven experience managing multi-channel operations (voice, chat, email).
• Strong understanding of compliance, regulatory requirements, and fraud prevention (awareness required; expertise preferred).
  
  

Career Framework Role

Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.