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 Servicing
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, Lean & Six Sigma, 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 operational data to propose improvements, drive product launches and technology changes, represent operational performance in ceremonies
Seniority
Senior, hands-on IC
