Job Description
As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?
About the role:
Director Operations will be responsible to manage a team of 600+ HC across US & India sites (50% HC in US)
What you will be doing:
- Managing a team of 600+ headcount in US and India
- Manage the Customer service inbound calls for Credit, Debit, Prepaid, Loyalty, Tokenization, Bill Pay
- Deliver all CSLs, SLAs
- Avoid Penalties, Losses, Escalations
- Partner with Transition & Transformation teams
- Partner with COEs – T, Q, WFM, BI
What you bring:
- Minimum 15 to 25 yrs of experience in call center for India and US delivery centers
- Experience required in US based client’s delivery
- Experience in managing the span 500 to 750
- Experience in Payments & Customer Service – Credit, Debit, Prepaid, Loyalty, Tokenization, Bill Pay
- Experience in Leading MBRs/QBRs with clients – CSLs exp
- Should have been part of Transformation projects and has delivered projects which reduced AHT, HC or Volume
- Good Understanding of Operations, Training, QC and WFM metrics/benchmarks
- Experience in Leveraged pool delivery – preferred not must have
What we offer you:
- A multi-faceted job with a broad spectrum of responsibilities
- A range of benefits designed to help support your lifestyle and wellbeing.
- A modern international work environment and a dedicated and innovative team
- A broad range of professional education and personal development possibilities – FIS is your final career step!
- A work environment built on collaboration, flexibility and respect.
Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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