Senior Associate, Servicing Operations
Core
Manage Business Process Outsourcing (BPO) partners and scale agent operations to deliver consistent customer outcomes and meet regulatory commitments.
Role type
Senior Associate, Servicing Operations (BPO Management)
Builds
Customer service operations across multiple sites, languages, and time zones
Domain
Banking / Customer Service Operations
Required skills
BPO or Vendor relationship management, Workforce Management, operational metrics analysis (occupancy, adherence, shrinkage), stakeholder management, change management, Lean & Six Sigma, financial industry experience
Preferred skills
Project management, leading change initiatives, Lean & Six Sigma tools, financial industry experience
Technologies
Lean, Six Sigma
Responsibilities
Manage BPO partners and scale agent operations; Partner with Workforce Management to anticipate volume demands; Champion agent performance and quality benchmarks; Analyze data to evaluate operational performance; Propose improvements to business procedures; Apply leadership skills for product launches and technology changes.
Seniority
Senior, hands-on IC
