Business Banking Operations Manager

New

Skills

Coaching and Development Communication Skills Customer Experience (CX) Data Analysis Operational Improvement Outsourcing Management Performance Metrics Process Redesign Stakeholder Management Team Leadership

The Operations Manager for Business Banking will oversee a designated business area to drive core customer experience (CX) metrics and operational excellence. This role involves leading teams across various channels, utilizing performance data to implement improvements, and enhancing service delivery.

Key Responsibilities
  • Own a business area to deliver core CX metrics.
  • Lead Team Managers and frontline teams across multiple channels.
  • Utilize performance data to drive operational improvements and ensure compliance.
  • Redesign Business Banking processes to enhance service and efficiency.
  • Develop strong relationships with global outsourcing partners.
  • Lead end-to-end projects involving stakeholders from Product, Risk, and People.
  • Coach and develop team managers and frontline staff.
  • Provide actionable feedback and insights to diverse audiences.
Requirements & Qualifications
  • Experience in leading leaders within a customer service environment.
  • Proven ability to lead large teams towards goal achievement with authentic leadership.
  • Strong coaching and developmental skills for individuals and teams.
  • Excellent communication skills aligned with company values.
  • Data-driven mindset with the ability to identify performance trends.
  • Experience working with third-party providers and outsourcing.
  • Advantageous: Knowledge of card acquiring or merchant services/payments.

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Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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