Assistant Manager – Operations (Banking Process) at IGT Solutions, Gurugram
Introduction
Are you an experienced professional with a strong background in banking customer service and operational leadership? IGT Solutions is currently hiring for the position of Assistant Manager – Operations in Gurugram. This role offers a unique opportunity to join a globally recognized BPO/BPM company with a strong foothold in customer experience management across various sectors. If you’re passionate about driving performance through data, mentoring teams, and managing high-volume chat operations, this role is designed for you.
About IGT Solutions
IGT Solutions (IGT) is a next-generation customer experience (CX) company that delivers transformative services and solutions for global brands. With a focus on combining digital and human intelligence, IGT is a leader in integrated BPM, technology, and digital services. Founded in 1998, IGT employs over 20,000 CX specialists globally and operates across 23 delivery centers located in India, China, the Philippines, Romania, Spain, Colombia, the USA, and more. IGT specializes in customer service operations for clients in travel, hospitality, banking, technology, and other industries.
Role Overview – IGT Solutions
Position: Assistant Manager – Operations
Industry: Banking Process
Department: Customer Success, Service & Operations
Location: Gurugram
Experience Required: 6 to 11 years, with a minimum of 2 years in a similar Assistant Manager role
Education: Any Graduate (mandatory)
Employment Type: Full Time, Permanent
Reporting To: Manager – Operations
Team Size: Managing Team Leaders (TLs) with an overall team of around 60 members
Key Responsibilities
Operational & Performance Management
- Supervise daily chat operations in the banking process.
- Ensure adherence to service level agreements (SLAs), including response time, first-contact resolution (FCR), resolution rate, and customer satisfaction (CSAT).
- Work with Workforce Management (WFM) teams to handle peak volumes and optimize team productivity.
- Analyze operational gaps and implement performance improvement plans (PIPs) for underperforming teams.
- Ensure consistent target achievement in a fast-paced, results-driven environment.
Analytics, Reporting & Dashboard Management
- Create dashboards for real-time monitoring of performance metrics.
- Prepare detailed Weekly Business Review (WBR) and Monthly Business Review (MBR) decks.
- Use tools such as Excel and PowerPoint to generate insights, track KPIs, and identify areas for improvement.
- Apply data-driven insights to enhance efficiency and customer satisfaction.
Team Leadership & Development
- Manage and coach Team Leaders (TLs) to ensure consistent team development and alignment with performance goals.
- Conduct one-on-one coaching, performance reviews, and career development sessions.
- Implement recognition and incentive programs to boost morale and employee engagement.
- Improve team CSAT, response accuracy, and knowledge mastery.
Process Improvement & Automation
- Collaborate with Quality and Training teams to refine training materials and onboarding processes.
- Identify areas for automation in chat handling and reporting.
- Introduce e-commerce industry best practices to improve banking operations.
- Develop strategies to enhance soft skills for better customer interaction.
Stakeholder & Escalation Management
- Handle escalations efficiently and ensure timely resolutions.
- Coordinate closely with internal teams such as WFM, Training, Quality, and Technology.
- Provide inputs to technology teams for tool optimization and infrastructure upgrades.
Required Skills and Qualifications
- Experience: 6–11 years total, with at least 2 years in a similar Assistant Manager role.
- Industry Experience: Mandatory background in banking and e-commerce customer service.
- Analytical Skills: Ability to interpret data, recognize trends, and take corrective action.
- Tools Proficiency: Expertise in Excel and PowerPoint for reporting and automation.
- Business Reviews: Experience in preparing and delivering WBR and MBR decks.
- Leadership: Strong mentoring, coaching, and team management abilities.
- Process Orientation: Experience in operational efficiency, KPI management, and team upskilling.
- Communication Skills: Excellent written and verbal communication, with the ability to manage internal and external stakeholders.
- Customer-Centric Mindset: Deep understanding of customer needs, banking operations, and digital support solutions.
- Agility & Resilience: Ability to lead under pressure in a target-driven environment.
- Cross-Functional Skills: Ability to collaborate across Quality, Training, WFM, and Tech departments for end-to-end CX improvement.
Key Skills Required
- Banking Operations
- Chat Support Management
- Attrition and Shrinkage Control
- SLA and CSAT Management
- Credit Cards, KYC Processes
- Analytical Dashboards & Reports
- Performance Improvement Planning (PIP)
- Conflict Resolution and Escalation Handling
Why Join IGT Solutions?
- Global Exposure: Work with international clients and industry leaders.
- Innovative Environment: Be part of a digital-forward organization that emphasizes data and technology.
- Career Growth: IGT fosters internal career mobility through regular training, certifications, and leadership development.
- Recognition Culture: Employees are consistently rewarded for high performance.
- Work-Life Balance: Supportive work environment and flexible working culture.
About the Company Culture
IGT Solutions is known for its empowering workspaces and a commitment to employee growth. The company believes in providing a collaborative and inspiring environment that motivates teams to perform at their best. With a strong foundation in digital transformation, IGT encourages its workforce to embrace new-age technologies, automation, and a customer-first approach.
How to Apply
Interested candidates can apply through the official company site or job portal links. Ensure your resume highlights relevant experience in banking processes, chat operations, dashboard management, and leadership roles.
Conclusion
This is a golden opportunity for professionals in the banking and BPO/BPM sector to take a leap forward in their careers. If you’re a strategic thinker, an excellent people manager, and an analytical expert, this Assistant Manager – Operations role at IGT Solutions could be your ideal next step. With its strong presence in customer experience services, IGT Solutions offers a platform where innovation, leadership, and growth intersect.
Don’t miss your chance to make a difference. Apply now and become a part of IGT’s transformative journey!
