1.Inbound Operations Management:- Oversee daily inbound operations to ensure compliance with SLAs, service quality, and turnaround times.- Monitor key metrics (AHT, FCR, CSAT, NPS, call abandonment rate) and ensure optimal team performance.- Do workforce management forecasts, schedules, and adherence reports to align resources with call volumes.- Ensure the effective implementation of escalation procedures for complex customer issues.2.Customer Experience and Service Quality:- Drive initiatives to improve First Contact Resolution (FCR), reduce customer complaints, and enhance customer satisfaction.- Oversee call monitoring, quality assessments, and coaching programs to maintain service excellence.- Utilize customer feedback and analytics to identify process improvement opportunities.3.Compliance, Risk, and Audit:- Ensure inbound operations fully comply with financial industry regulations and internal control policies (KYC, AML, PCI- DSS, Data Privacy, etc.).- Maintain complete and accurate documentation for all inbound transactions.- Address potential risks or operational gaps proactively.- Conduct periodic compliance checks and reinforce adherence through training and supervision.4.Team Development:- Lead, motivate, and mentor team members to achieve professional growth and productivity.- Develop and deliver training programs on products, compliance, and service excellence.5. Reporting and Insights:- Prepare and present regular performance reports (call volume, SLA adherence, FCR, CSAT, etc.) to management.- Analyze data to identify trends, challenges, and opportunities for improvement.- Recommend and implement action plans to optimize performance and resource utilization. Education: Bachelor’s degree in Business Administration, Finance, Management, or related field.Experience: 7-9 years of experience in customer service or contact center operations, with at least 4 years in a supervisory or managerial role.Knowledge/skills:- Strong working knowledge of CRM software and data management best practices (Salesforce, Dynamics, or equivalent).- Excellent leadership, communication, and analytical skills.- Strong knowledge of financial services products.- Ability to manage a dynamic, fast-paced team.