Payments Team Lead at Western Alliance Bank overseeing payment reconciliation and operations. Provides support and guidance to a team ensuring compliance and timely processing of payments.
About the role
- BPO Operations Manager leading 500+ agents in Customer Care operations at M-KOPA, ensuring SLA compliance and operational excellence. Focus on performance management and strategic partnerships in Kenya.
Responsibilities
- Executing day-to-day management of BPO agents across two partners
- Implementing BPO Performance Management Policy frameworks
- Monitoring real-time performance metrics and corrective actions
- Conducting daily performance reviews
- Tracking all BPO KPIs, IPIs, and SLAs ensuring compliance
- Implementing operational performance improvement plans
- Serving as primary operational contact with BPO partners
- Coordinating operational capacity building with BPO teams
- Implementing operational quality monitoring programs
- Preparing operational performance reports for Senior Manager
- Resolving tactical challenges affecting performance
Requirements
- Bachelor's degree in Business Administration, Operations Management, or related field
- 4+ years of experience in BPO operations management
- Operational management experience with large scale outsourced agents
- BPO partnership management expertise
- Knowledge of KPIs, SLAs, and quality metrics
- Performance management skills
- Data analytics capabilities
- Financial management experience
- Problem-solving expertise
- Communication and stakeholder management skills
- Experience managing multiple BPO partners
Benefits
- Family-friendly policies
- Diverse development programs
- Coaching partnerships
- On-the-job training
- Flexibility in workplace
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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