Senior Banking Operations Manager

4 days ago


Madīnat an Naşr, Cairo, Egypt RayaCX Full time
About RayaCX

RayaCX is a leading provider of exceptional customer experiences in the banking sector.


Job Overview

This role offers an exciting opportunity to join our dynamic team as a Senior Banking Operations Manager. The successful candidate will be responsible for overseeing and optimizing the performance of our Account Advisors, ensuring that they meet high-quality standards and deliver exceptional results.


Responsibilities
  • Team Leadership
  1. Supervise and manage the activities and performance of Account Advisors to ensure they meet quality and productivity targets.
  2. Provide on-the-job training, coaching, and development opportunities to enhance their skills and knowledge.
Operations Management
  1. Monitor transactions and ensure that quality assurance standards are consistently met.
  2. Coordinate with supporting functions to resolve operational issues and maintain efficient workflows.
Performance Monitoring and Improvement
  1. Track and analyze key performance indicators (KPIs) to identify areas for improvement and optimize team performance.
  2. Develop and implement process improvements to enhance efficiency, quality, and customer satisfaction.
Customer Engagement and Support
  1. Act as the first point of contact for escalated customer complaints and provide timely resolutions.
  2. Communicate changes to schedules or workforce levels to the team and stakeholders.
Compliance and Quality Assurance
  1. Ensure that end-user privacy policies and company regulations are adhered to at all times.
  2. Maintain accurate records and logs of client requests and team performance metrics.

What We Offer

We offer a competitive salary of $80,000 - $110,000 per annum, commensurate with experience.


Requirements

To succeed in this role, you will require:

  • 2+ years of call center experience in the banking sector.
  • Excellent written and verbal communication skills.
  • A Bachelor's degree.

Why Join Us?

At RayaCX, we value innovation, collaboration, and customer-centricity. If you're passionate about delivering exceptional customer experiences and optimizing team performance, we'd love to hear from you



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