Operations Manager - Banking

In Concentrix Italy we are recruiting an Operations Manager Junior in our site of Cagliari!

As Operations Manager you will be responsible for leading, coaching, and supervising a team of Team Leaders and CSA within a BPO banking environment. This role ensures the achievement of Client Service Level Agreements (SLAs) , operational excellence, and financial performance, while maintaining strong client relationships and driving continuous improvement across customer service operations.

Key Responsibilities

Operational & Client Performance

• Analyze, monitor, and manage all Client Service Level Agreements (SLAs) ; define and implement improvement plans when required
• Ensure delivery of consistent operational performance and over-deliver against client expectations
• Manage and review operational KPIs and reports, including:
• Attendance and adherence
• Productivity and performance metrics
• Client scorecards and quality indicators

Financial Management

• Maximize revenue generation in line with short- and long-term financial objectives
• Support forecasting, budgeting, and financial planning activities (P&L)
• Collect and analyze data related to billable and non-billable hours

People Leadership

• Lead, coach, and develop a team of Team Leaders and their associates
• Select, train, and develop direct reports in line with company policies and legal requirements
• Conduct regular 1:1 performance reviews and provide continuous coaching and feedback
• Create a positive, engaging work environment and effectively manage employee relations issues

Client & Stakeholder Management

• Build and maintain strong, trusted relationships with client stakeholders
• Attend and actively contribute to client business reviews
• Participate in cross-functional meetings with Training, HR, Quality, Workforce Management, and Talent Acquisition teams
• Partner with internal and external stakeholders to define and implement action plans for continuous improvement

Process & Continuous Improvement

• Analyze operational processes and implement best practices
• Evaluate staffing needs in collaboration with Business Development and clients, adapting to changing requirements
• Ensure consistent application of company standards, policies, and corrective actions

Candidate Profile

Experience & Background

• Minimum 2 years of experience as an Operations Manager Junior or Senior Team Leader
• At least 3 years of experience in Banking projects , preferably within a BPO or Customer Service environment
• Strong background in operations management within outsourced or contact center environments

Skills & Competencies

• Proven ability to coach, mentor, and develop high-performing teams
• Strong analytical skills with the ability to improve processes and define effective action plans
• Excellent organizational and time-management skills in fast-paced environments
• Strong stakeholder management and client-facing capabilities
• Excellent communication skills, both written and verbal

Languages

• English level B2 or higher

Additional Requirements

• Willingness to work a flexible schedule
• Willingness to travel as required

What We Offer

• Permanent, full-time employment
• Competitive salary (€30,000 – €35,000)
• Bonus + Benefits
• Opportunity to work within a structured, international banking BPO environment
• Career development and leadership growth opportunities

Diversity Disclaimer:

At Concentrix, we respect and celebrate the diversity of our game-changers. We are committed to creating an inclusive environment for all employees, where diverse backgrounds and perspectives are welcomed and valued.