Unit Manager, Commercial Clients Operations

• People development. Provides sub-functional leadership to a team of associates, including hiring, coaching, mentoring, and talent development
• Risk Management. Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations and escalate/mitigate as necessary
• Ambassador of Culture and Values. Upholding the company’s mission and vision by embodying excellence and doing the right thing
• Advocate for customers and teams by helping them navigate through change
• Operational Performance. Provides and conducts periodic performance review to the Sr. Unit Manager and up by analyzing performance/business trends and results
• Process Improvement. Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery
• Organizational Collaboration. Maintains strong and collaborative partnerships across the organization, including Workforce, Operations, Enterprise Operations, Operations Support and Functional Support to positively influence service delivery and customer satisfaction.Work with front office partners and other internal teams to positively influence service delivery and customer satisfaction
• Operational Routines. Delivers people leader-related tasks such asbut not limited to approval of time records, schedule adherence, associate movements, regularization, etc
• Inspects data accuracy on team reporting (i.e. DID, HR roster, etc) Other job-related duties that may be assigned from time to time
• Client Relationship Management.Act as the primary escalation point for clients, ensuring strong relationships and long-term retention
• Service Delivery Oversight.Ensure all client deliverables execute on time, within scope and align with agreed service standards

• Two (2) years college level education or equivalent work experience
• Commercial and or Corporate Banking client servicing experience
• Analytical skills for decision-making and performance evaluation
• Communication skills for written and verbal business correspondences
• People management skills, including team coaching and collaboration
• Proficiency in Microsoft Office and Google Suite applications

Two (2) years of leadership role experience in BPO industry

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