Customer Service - ( Voice ) Banking Process / Operations - Manager

Job title: Customer Service (Voice) Banking Process / Operations Manager

Key Responsibilities:

• 10 + years of experience with Customer Service Helpdesk Operations in a high-volume US banking environment, covering service delivery, SLA compliance, team leadership, client management, and process improvement.
• Manage Helpdesk operations in a high-volume US Banking environment and ensure SLA/KPI compliance.
• Oversee check lifecycle operations, escalations, exceptions, and compliance activities. Lead Voice, Chat, and Email support teams to achieve service excellence.
• Handle hiring, onboarding, performance management, and team development.
• Act as the primary point of contact for clients and manage stakeholder communication. Improve customer satisfaction, First Contact Resolution (FCR), and operational efficiency.
• Prepare MIS reports, dashboards, and maintain operational documentation.
• Use CMS, Salesforce, or similar tools while driving continuous process improvements.

Contact Person- saravanan P

Email- [email removed]