Operations Manager - Consumer Finance (US Voice Process)

Job Title: Operations Manager
Location: Gurugram, India
Industry: Consumer Finance / Financial Services
Process: US Voice Process
Experience: 12+ Years
Shift: Night Shift (US Hours)
Reporting To: Director Operations

Job Summary

We are seeking an experienced Operations Manager with 12+ years of experience managing large-scale US voice operations within the Consumer Finance domain. The ideal candidate will have a strong background in leading customer service, collections, loan servicing, credit card servicing, or consumer lending operations while ensuring service excellence, regulatory compliance, operational efficiency, and people development.

The role requires proven expertise in managing high-performing teams, driving KPI achievement, optimizing operational processes, and enhancing customer experience for US-based financial services clients.

Key Responsibilities

Operations Management

• Manage end-to-end operations for US-based Consumer Finance voice processes.
• Ensure achievement of all client and business KPIs including Service Level, AHT, Quality, CSAT, FCR, Productivity, and Compliance metrics.
• Drive operational excellence through process improvements and continuous enhancement initiatives.
• Monitor daily, weekly, and monthly performance and implement corrective actions where required.
• Ensure adherence to client policies, SOPs, and regulatory requirements.

Team Leadership

• Lead and mentor Team Leaders, Assistant Managers, and support functions.
• Manage workforce planning, capacity management, and staffing requirements.
• Drive employee engagement, retention, and succession planning initiatives.
• Conduct regular performance reviews, coaching sessions, and leadership development programs.
• Foster a high-performance culture focused on accountability and customer-centricity.

Client & Stakeholder Management

• Serve as the primary operational contact for client stakeholders.
• Participate in business reviews and operational governance meetings.
• Present performance dashboards, operational insights, and improvement plans.
• Build strong relationships with internal and external stakeholders.

Process Improvement & Transformation

• Identify opportunities for operational efficiencies and cost optimization.
• Drive Lean, Six Sigma, and automation initiatives.
• Implement best practices to improve customer experience and operational productivity.
• Lead transition and process migration projects when required.

Compliance & Risk Management

• Ensure compliance with consumer finance regulations, company policies, and client requirements.
• Support audit activities and closure of audit observations.
• Mitigate operational and compliance risks through proactive controls and monitoring.
• Maintain data security, confidentiality, and adherence to information security standards.

Key Performance Metrics

• Service Level Achievement
• Customer Satisfaction (CSAT)
• Quality Scores
• First Call Resolution (FCR)
• Average Handle Time (AHT)
• Productivity & Utilization
• Employee Engagement & Retention
• Attrition and Absenteeism
• Compliance & Audit Scores
• Financial and Budget Performance

Required Qualifications

• Bachelors degree in business administration, Finance, Commerce, or related discipline.
• 12+ years of experience in BPO/Shared Services/Financial Services operations.
• Minimum 10 years of experience managing US Consumer Finance voice processes.
• Experience managing teams of 100+ FTEs through Team Leaders and Assistant Managers.
• Strong understanding of consumer lending, loan servicing, collections, credit cards, or retail banking operations