Operational Lead

hace 1 mes


San José, San José, Costa Rica Convera A tiempo completo

Job Summary: Convera is seeking a skilled Operational Lead to oversee the delivery of high-quality services to internal teams on behalf of external customers.

The ideal candidate will have experience managing a team to achieve consistent high performance and seamless client experiences through effective on-site and remote team management.

Responsibilities:

  • Evaluate team member performance, provide constructive feedback, and ensure adherence to Quality Assurance standards.
  • Manage daily workflows to meet service level agreements (SLAs) and implement procedural updates in internal team documentation.
  • Engage with Banking partners on escalations and time-sensitive requests, providing timely solutions.
  • Resolve employee issues, disputes, and escalate concerns to senior management when necessary.
  • Support senior management by reporting on daily tasks and business needs, fostering improvement initiatives within the team.
  • Liaise with internal stakeholders to discuss team performance and identify areas for improvement.
  • Collaborate with the team to lead and/or participate in process improvement initiatives.

Requirements:

  • Post-secondary education in Business or Finance (preferably).
  • A minimum of 2 years of experience within the Financial and/or Shared Services industries.
  • Ability to multitask, work accurately, and independently with excellent problem-solving skills.
  • Maintain confidentiality while possessing strong verbal and written communication skills.
  • Proficient computing skills with common office programs (MS Excel, Word, Outlook).
  • Excellent interpersonal, customer service, and time management skills.
  • Demonstrated strong work ethic, analytical ability, and decision-making skills.

Salary: The estimated annual salary for this role is $85,000-$110,000 based on industry standards and location.



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