Manager, Process Manager - Bank Voice Servicing (Hybrid)
Core
Lead delivery for high priority strategic initiatives to improve frontline ability to handle complex digital call types, support issue triage, and establish closed-loop feedback channels between operations and partner teams.
Role type
Manager, Process Management (Bank Voice Servicing)
Builds
Scalable systems and processes for strategic planning and execution of OKRs; closed-loop feedback strategies for Bank Voice Servicing.
Domain
Banking / Retail Bank Operations / Contact Center
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Process management, project management, people leadership, cross-functional collaboration, strategic planning, OKR execution, risk mitigation, complex problem solving, stakeholder influence
Preferred skills
PMP, Lean, Agile, Six Sigma certification, Jira, Confluence
Technologies
Google Suite, Microsoft Office, Jira, Confluence
Responsibilities
Drive organizational change by owning and improving innovative, scalable systems and processes; lead medium to large complex projects and provide strategic direction; partner cross-functionally to drive strategic planning and delivery; communicate across all levels to elevate key decision-points; design, develop, and manage project plans to ensure on-time delivery and risk mitigation.
Seniority
Manager, hands-on leadership
