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Home Jobs Listing Job: Operations Manager

Job: Operations Manager

Title Operations Manager
Location The Fort
Job Information
Job Description
Job Title: Ops Manager
Team Size : 12 FTEs
Reporting To : Delivery Manager
Job Description

Job Purpose and Background/context:

Managing a team of skilled resource providing infrastructure link monitoring support and 1st level merchant application support for a Global bank.

Key Responsibilities:

Accountable for managing day to day deliverables for the project

Complete know how of process post training and 5 months of hands on experience

Manage the performance of services to clients as per agreed contract and ensure that SLAs are achieved.

As the process involves merchant banking network monitoring, which is LIVE activity and impacting end customers, effective Quality monitoring and reporting is of utmost priority.

Being a banking client, ensuring organizational compliance systems, methodologies and procedures are followed

Build and maintain client relationships ensuring higher client satisfaction

Produce management and account performance reports as per agreed timeline

Attending periodic client meetings, understanding requirements and implementing improvements.

Managing team effectively to ensure high team morale resulting into employee satisfaction

Groom resources and build succession / retention plans

Person Specification


– Should have 3-4 years experience in working with Network devices like switches, routers etc.

– Should have exposure in tech support ideally in BFS world for at least 3-4 years catering to NA markets

– Should have good understanding of Credit / Debit cards banking platform

– Should have team management / retention experience

– Should have Client Management experience

Competencies / Skills:

– Excellent customer service, communication and presentation skills.

– CCNA Certified & ITIL V3 Foundation Certified

– Training, Coaching and counseling skills with Active Listening skills

– Good Team Management Skills

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