Job Overview
The Manager Operations BPS Brazil role is pivotal in driving continuous improvement initiatives across BPS operations.
* Timely reporting to senior management is essential for informed decision-making.
* Strategic planning ensures account profitability and maintains a competitive edge.
* Clients rely on prompt handling of interactions and escalations, whether via phone or in-person.
Key Responsibilities:
Monitor daily productivity against predefined service level standards to optimize efficiency.
Compliance requirements must be thoroughly checked to ensure accuracy and transparency.
Team Leads and AMs require coaching and monitoring to excel in day-to-day operations and people management.
A culture of continuous learning is fostered through the development of training programs for the team.
Supervise and support team members to guarantee delivery meets or exceeds client quality standards.
Represent the organization during client visits and reviews to build strong relationships and trust.
Process re-engineering projects aim to optimize workflows, reduce cycle times, and boost productivity.
Develop and maintain process documentation, SOPs, and compliance standards to ensure seamless operations.
Collaborate with stakeholders to implement digital tools and automation, enhancing operational efficiency.
Track key performance indicators (KPIs) and prepare dashboards to monitor improvement outcomes.
Conduct training sessions on process excellence methodologies for team members to equip them with the skills needed to succeed.