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Operations manager
hace 2 semanas
Operations Manager EXL, experts in technology and advanced data analytics. Our team is focused on delivering personalized and attentive service in Colombia since 2015. Your Impact in This Role As Operations Manager , you will provide direction and oversight for the Treasury Services / Transfer Agency Account Manager team and drive continuous improvement. Responsibilities Lead and manage a team of ~15 Treasury Services / Transfer Agency Account Managers. Foster a collaborative, respectful, and client-focused work environment. Provide value‑add insights by analyzing data and telling the story behind the numbers. Drive day‑to‑day operations while supporting multiple initiatives simultaneously. Communicate complex processes clearly and confidently. Perform root cause analysis and apply analytics to coaching methodologies. Handle complex escalations requiring cross‑functional engagement. Forecast and manage staffing levels, shrinkage, absenteeism, and attrition. Collaborate with Workforce Management, Helpdesk, Quality, BI, and other internal teams. Identify trends and improvement opportunities, including training material development. Ensure compliance with bank and regulatory policies. Address conflicts and manage difficult conversations effectively. Evaluate efficiencies, KPIs, and process effectiveness. Align company priorities with employee goals, recognizing and improving team performance. Generate ideas and execute action plans from conceptualization to delivery. Stay updated on market trends, regulatory changes, and industry developments. Participate in training and professional development activities. Qualifications Minimum 7 years of successful team management experience. At least 5 years inbound client service experience in global banking operations. Strong leadership, communication, conflict resolution, and decision‑making skills. Advanced coaching and interpersonal skills. Advanced proficiency in Microsoft Office (Excel, Word, PowerPoint), Power BI, and digital tools. Experience in Brokerage Operations, Accounting, Finance, Economics, Investment Banking, or Capital Markets. Active FINRA Series 6 / 7 / 99 licenses (advantage). PMP, Lean Six Sigma, Data Storytelling, or Coaching Methodologies certification. Strong presentation skills with expertise in data‑driven storytelling. Relevant certifications or licenses in specialty areas. 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, innovation, and client success. #J-18808-Ljbffr
