Senior Operations Manager

hace 2 semanas

Bogotá, Bogotá D.E., Colombia EXL A tiempo completo

About the company

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? You have found the right team 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

We are seeking a Senior Operations Manager – Fund Services to lead our Global Custodian Services Contact Center for Treasury Services and Transfer Agency. This is a leadership role focused on driving operational excellence, client satisfaction, and team performance in a dynamic financial services environment.

As
Senior Operations Manager
, you will:

  • Lead and manage the operations team.
  • Ensure high-quality client service, resolving inquiries, and handling complex escalations.
  • Drive operational efficiency: forecast staffing, 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 where engagement of multiple areas is required.
  • 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 Brokerage Operations, Investment Banking, Capital Markets, and inbound client service experience from
    global banking operations
    required.
  • Advanced proficiency in MS Office and Power BI.
  • Strong communication, leadership, and analytical skills.
  • Willingness to work on site in Bogotá.

Desired

  • Certifications: FINRA Series 6/7/99, CFA (advantage).
  • Project Management (PMP), Lean Six Sigma, Data Storytelling.
  • Strong presentation skills with expertise in data-driven storytelling.

Benefits

At
EXL
, we offer:

  • 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,

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