Role Overview:

Responsible for managing a team handling operational and client support activities, ensuring service delivery, process efficiency, quality standards, and adherence to SLAs.

Key Responsibilities:

- Lead and manage the operations team, ensuring achievement of business and service delivery targets.

- Manage daily workflows, productivity, quality, and SLA adherence.

- Coach and mentor team members and conduct performance reviews.

- Handle escalated operational and client-related issues.

- Monitor operational performance, identify process gaps, and drive improvements.

- Coordinate with internal stakeholders to improve service delivery and operational efficiency.

- Ensure adherence to risk management, compliance, and quality standards.

Required Skills & Experience:

- 8–15 years of experience in Banking, BFSI, Fintech, Payment Operations, or related domains.

- Experience in team management, operations, and client servicing.

- Strong understanding of SLA management, quality control, and process improvement.

- Experience in handling client escalations and stakeholder management.

- Robust analytical, communication, and problem-solving skills.

- Flexibility to work in US shifts (Night Shift).

📌 Implementation Supervisor - Team Handling role - US Shift - BFSI (Thane)
🏢 People Konnect
📍 Thane