Assistant Manager

Role Overview

We are looking for an experienced Assistant Manager – Banking Backend Operations to support operational

delivery for US banking clients. The role involves managing daily operations, supervising team leaders and

analysts, ensuring SLA adherence, and maintaining high levels of quality and compliance.

The candidate should have strong experience in banking backend processes within a BPO or banking

operations environment, along with demonstrated people management and operational governance skills.

Key Responsibilities

Operations Management

Manage day-to-day delivery of banking backend operations ensuring adherence to SLAs, productivity

targets, and quality standards.

Supervise Team Leaders and operations staff handling high-volume banking processes.

Monitor queues, workloads, and turnaround times to ensure timely completion of tasks.

Drive operational discipline and ensure process compliance.

Quality & Risk Management

Ensure adherence to banking compliance guidelines and data security standards.

Monitor quality metrics and drive corrective actions to improve accuracy.

Conduct root cause analysis for operational errors and implement preventive controls.

Team Management

Lead and mentor team leaders and operations staff.

Manage team performance, productivity, and attendance.

Conduct regular coaching sessions and performance reviews.

Ensure strong employee engagement for teams working in US shift operations.

Client & Stakeholder Communication

Support operations leadership in client reporting and governance calls.

Prepare operational dashboards and performance updates.

Coordinate with internal teams such as QA, training, and workforce management.

Process Improvement

Identify opportunities for process improvements, automation, and workflow optimization.

Support initiatives to improve productivity and reduce operational risks.

Relevant Process Experience (Preferred)

Experience in one or more of the following processes:

Deposit Operations

Lockbox Processing

Lending Operations

Document Management / Indexing

Payment Processing

Reconciliation

Account Maintenance

Key Skills

Strong operations management and people leadership skills.

Knowledge of banking processes, compliance, and operational controls.

Experience managing SLAs, productivity metrics, and quality targets.

Strong analytical, reporting, and problem-solving skills.

Excellent communication and stakeholder management abilities.