Business & Customer Operations Manager

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Manager Operations is accountable for leading across a variety of functions and roles at our Bangalore office. Within the scope of this role are components of Customer Care (Service) and Quality Management.
It is expected that the incumbent cultivates a sponsorship network throughout the business and drive collaborative efforts for each addition this role is responsible for delivering against a number of KPIs inclusive of both production and quality metrics.
These processes support various channels of cardmembers inquiries and minimize regulatory and procedural compliance risk including but not limited to:
As a Customer Care (Service) Back Office leader the Manager ensures the department adheres to all bank policies including regulatory timeframes client SLAs and compliance with the processes. This leader builds implements and executes 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.
As a leader tasked with Quality Management the Manager executes and provides support of quality monitoring that is critical to driving a high level of quality assurance for business units operating within our Care Centers. The position also provides oversight in managing escalated appeals internal audits and calibration activities while also supporting the monitoring targets and meeting the established performance standards. Leadership - Lead supervisors and grow and develop leadership talent. Coach mentor and develop staff including overseeing new employee onboarding and providing career development planning and opportunities. Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting feedback and performance development planning. Create an environment that is professional supports our associates clients and customers and adheres to our commitment to business ethics and company values. Strategy - Activate and evolve the departmental strategic initiatives to strengthen and achieve organizational alignment performance accountability control measures and cultural acceptance of these supportive functions. Business Relationships - 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; Interacts with and influences all levels of management across the business.
Operations & Performance Management - Maintain and improve operations by monitoring performance identifying opportunities and developing action plans for resolution while driving productivity quality and high service standards for the department. Analyze business trends and take necessary actions to ensure operational success. Manage volumes and both client and regulatory SLAs. Understand and manipulate large data and analysis to deliver a compelling story. Manager Operations
Normal office environment some travel may be required.
Bachelors Degree in Business Arts Commerce Humanities or equivalent

Years of Work Experience Required 8 years
Type / focus of work experience required: Experience in Back Office and/or Process Outsourcing.

Preferred Experience:
Masters Degree in Business Arts Commerce Humanities or equivalent

Four or years of supervisory experience preferred. E xperience setting up in house captive back-office teams.

Because job content may change from time to time the Company reserves the right to add and/or delete essential functions from this job at any time.

About Bread Financial

At Bread Financial youll have the opportunity to grow your career give back to your community and be part of our award-winning culture. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.

To learn more about Bread Financial our global associates and our sustainability commitments visit or follow us on Instagram and
Bread Financial is an Equal Opportunity Employer.

Care Center Operations
Required Experience: