Duty Manager Job Opportunity - Financial Services

Role Summary:
We are seeking a proactive and detail-oriented Duty Manager with 2-4 years of experience to oversee daily operations within our financial services division. This role requires a unique blend of operational oversight, customer-centric problem-solving, and a strong understanding of user experience principles, leveraging a B.Des background. You will be instrumental in ensuring seamless service delivery and enhancing the overall customer journey.

Key Responsibilities:
- Manage and supervise daily operational activities to ensure efficiency and adherence to service standards.
- Act as a point of escalation for critical customer issues, providing timely and effective resolutions.
- Monitor operational performance metrics and identify areas for improvement in user experience and service delivery.
- Collaborate with cross-functional teams (e.g., product, customer support, technology) to address operational challenges and implement solutions.
- Develop and implement standard operating procedures (SOPs) to streamline processes and enhance service quality.
- Conduct regular quality checks and provide feedback to teams to maintain high service levels.
- Analyze user feedback and operational data to identify trends and propose design-thinking based improvements.
- Ensure compliance with all regulatory requirements and company policies.
- Assist in training and onboarding new team members.