Bread Financial
Location
Bangalore | India
Job description
The Assistant Manager leads a functional team of call center associates that support various inquiries. As the Assistant Manager, this role ensures proper procedures are completed and respond to requests are accurate to minimize regulatory and procedural compliance risk. This role involves problem resolution with customers based on effective decision making that supports the business and Bread Financials Mission, Vision, and Values. In addition, this role is responsible for delivering against a number of KPIs inclusive of both production and quality metrics. The Assistant Manager communicates gaps with processes to the Manager along with participating in the resolution. The Assistant Manager must also provide guidance, communication, and ongoing training regarding company policies and procedures as well as hold associates accountable for behaviors and actions that violate those policies.
Job Description
Essential Job Functions:
Quality Management - Executes and provides support of quality monitoring that is critical to driving a high level of quality assurance for business units operating within our call centers. The position will also provide oversight in managing escalated appeals, internal audits, and calibration activities, while also supporting the monitoring targets and meeting the established performance standards. Leads the review and approval of scoring guidelines within the telephony system which will include design, development, and consultation of new and existing controls and monitoring activities.
Strategic Leadership - Activate and evolve the departmental strategic initiatives to strengthen and achieve organizational alignment, performance, accountability, control measures and cultural acceptance of these supportive functions. Influences change prioritizes efforts on critical initiatives and works to identify and find solutions to opportunities. Negotiates facilitates and presents information in an articulate, professional manner. Also conducts interviews for new hires, conducts seek-to-understand conversations with current workforce and maintains required documentation.
Compliance - Responsible for ensuring the department adheres to all bank policies, including regulatory timeframes, internal SLAs and compliance to the processes. Building, implementing, and executing on the strategies for the department while working with internal business partners to ensure all first line of defense functions are completed efficiently and effectively. This role must be knowledgeable in the regulations and guidelines pertaining to the department. The role will also provide oversight in managing escalated appeals, internal audits, and calibration activities. Applies knowledge of Microsoft Office tools such as Word, Excel, PowerPoint, and Teams to execute daily work.
Team Leadership - Oversee day-to-day operations. Lead, motivate, and develop a team of associates across the different functions focusing on driving business results and quality improvements, and optimizing team efficiency and effectiveness. Advancing the teams growth and development. Maintain employee work schedules including assignments, job rotation, training, vacations, and paid time off, telecommuting, capacity planning and overtime scheduling. Moving throughout the call center to engage and motivate associates. Recognizing and rewarding associates daily through our online recognition and rewards program
Knowledge & Relationship Management - Cultivate and maintain active relationships with key business partners, driving sponsorship engagement including awareness, desire, knowledge, ability, and reinforcement. Remain knowledgeable of Regulatory requirements and Procedural guidelines to maintain applicable industry, business, and operational acumen and to ensure testing attributes are aligned and share relevant information to appropriate audiences. Interacts with and influences all levels of management across the business.
Thought Leadership -Monitors team performance and reports on metrics. Oversee the efforts to collect and analyze monthly results, identify trends in monitored activities, share learnings and knowledge, recommend process improvements as appropriate, and provide visibility through reporting and actionable insight. Demonstrates outstanding Verbal and Written Communication skills when working with internal and external partners. Effective adaptability through change, both planned and unexpected.
Performance Management - Drive performance management and deliver expected results through continuous improvement, goal setting, feedback, and performance development planning. Provide effective performance feedback through employee recognition, rewards, and disciplinary action, in line with HR policies. Performance and coaching on regulatory compliance, procedural, and customer experience/satisfaction aspects of their team s customer interactions and documentation. Coaching to associate accountability to attendance, schedule adherence, availability, and company policies. This role will be responsible for delivering correctives and conducting caring conversations related to compliance, attendance, and performance.
Minimum Qualifications:
Preferred Experience:
Job tags
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