Greetings from iEnergizer !

We at iEnergizer hiring for Manager Operations for US Banking Voice Process at our Noida location.

Job Details:

Position: Manager Operations

Process: US Banking Voice Process

Location: Noida (Sector 60)

Work Mode: Work from Office

Employment Type: Full-Time

Working Days: 5 Days a Week

Shift: Rotational US Shift (10 Hours)

Note: Cabs & Meals are not accommodated.

Role Overview:

The Manager-Operations will be responsible for managing end-to-end operations of the US Banking Voice Process, ensuring service excellence, operational efficiency, and consistent achievement of business objectives. The role requires strong leadership capabilities, stakeholder management, client-facing experience, and expertise in driving operational performance through people and process excellence.

Key Responsibilities:

- Manage end-to-end operational delivery for the US Banking Voice Process.
- Ensure achievement of all client Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Lead and develop Team Leaders to drive operational excellence and team performance.
- Monitor operational metrics including Service Level, AHT, CSAT, Quality, Productivity, Shrinkage, Attendance, Occupancy, and Schedule Adherence.
- Conduct performance reviews, coaching sessions, skip-level meetings, and action planning.
- Review operational MIS and dashboards to identify improvement opportunities and drive performance.
- Partner with Quality, Training, Workforce Management, HR, and other support functions to improve business outcomes.
- Manage client escalations and ensure timely resolution while maintaining high customer satisfaction.
- Drive employee engagement, retention, succession planning, and talent development initiatives.




- Ensure compliance with client policies, banking regulations, and organizational standards.
- Present operational reviews, business updates, and performance reports to internal leadership and clients.
- Lead continuous improvement initiatives to enhance productivity, efficiency, and customer experience.

Eligibility Criteria:

- Graduation is mandatory.
- Experience in managing US Banking Voice Operations within a BPO setting is Mandate.
- Candidate should be on paper Manager Operations.
- Strong experience managing Team Leaders and large voice operations.
- Demonstrated success in delivering operational KPIs and business targets.
- Excellent communication, stakeholder management, analytical, and leadership skills.

Note: Candidates with the experience of Domestic BPO & Branch Banking operations are not eligible.

Desired Competencies:

- Strong knowledge of US Banking/BFSI operations.
- Expertise in SLA, AHT, CSAT, FCR, Quality, Productivity, Shrinkage, Occupancy, Attrition, and Schedule Adherence.
- Strong client relationship and stakeholder management skills.
- Advanced MS Excel, MIS reporting, and data analysis.
- Effective decision-making, conflict resolution, and problem-solving abilities.
- Ability to thrive in a fast-paced, performance-driven environment.

Why Join iEnergizer?

- Opportunity to manage a high-impact US Banking process.
- Exposure to global banking clients.
- Collaborative and performance-driven work culture.
- Career growth and leadership development opportunities.
- Dynamic work setting with cross-functional exposure.

Interested candidates can share their profile at email: [email protected] / WhatsApp (phone hidden)

~Regards

Arun Sharma

iEnergizer HR Team

📌 Manager-Front Office (US Banking Voice Process) | iEnergizer Noida
🏢 iEnergizer
📍 Noida