Senior Operations Manager

hace 6 días

Bogotá, Colombia EXL A tiempo completo

Location: EXL Bogota, D.C., Capital District, Colombia Senior Operations Manager We are EXL, experts in technology and advanced data analytics. We create intelligent information exchange systems that facilitate decision‑making, making it more effective and efficient. We were founded in the United States and have had a presence in Colombia since 2015. We are part of the BPO industry, offering great opportunities for growth and development. About the Team Are you ready to drive results through leadership, people, communication, and influence? Our mission is to resolve inquiries, execute instructions, and deliver solutions while ensuring personalized and attentive service. We are a client‑service‑driven organization, committed to excellence, ethics, and competitive standards. Your Impact in This Role Drive the strategy with the operations team. Ensure high‑quality client service and handle complex client escalations. Drive operational efficiency: develop strategies to manage attrition and optimize processes. Perform data analysis and root‑cause investigations to improve KPIs and client experience. Ensure compliance with banking and regulatory policies. Align team performance with organizational goals through coaching and recognition. Handle complex escalations that require engagement of multiple areas. Work with Workforce Management, Helpdesk, Quality Team, Business Intelligence, and other internal groups to successfully drive service delivery. Apply knowledge of the end‑to‑end processes and ensure adherence to bank and regulatory policies and procedures when making decisions that impact various operations and products. Align company priorities and strategies to employee metrics and goals, evaluate employee performance and progress, and strive to recognize, encourage, and improve team performance to support organizational business targets, supporting inclusive work environments. Qualifications Required 10+ years of team management experience. Experience in BPO Operations, project management, and inbound client service. Advanced proficiency in MS Office and Power BI. Strong communication, leadership, and analytical skills. Willingness to work on site in Bogotá. Certifications: FINRA Series 6/7/99, CFA (advantage). Project Management (PMP), Lean Six Sigma, Data Storyteller. Strong presentation skills with expertise in data‑driven storytelling. Experience implementing new account processes. Experience in global banking operations preferred. Benefits Competitive compensation and pay‑for‑performance culture. Paid leaves to support you through life’s important moments. Access to global resources and tools for career growth. Equal Employment Opportunity environment. ✨ Join EXL and be part of a high‑performing team where your leadership drives impact. #J-18808-Ljbffr

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