Unit Manager - Transaction Processing

Role Overview We are seeking an experienced Unit Manager to lead transaction processing operations and ensure consistent achievement of SLA and KPI targets. You will demonstrate strong process expertise, lead process improvements with comprehensive product knowledge, and serve as a Subject Matter Expert to support the team. This is a leadership position requiring you to supervise associates, handle client escalations, and inspire your team to achieve optimal performance through guidance, instruction, and mentorship. Key Responsibilities - Monitor and supervise a team of associates to achieve performance targets and maintain SLA compliance - Ensure client SLA and KPI objectives are met consistently and respond promptly to escalations - Lead process improvements and changes with end-to-end understanding of the product - Provide guidance, instruction, training, and leadership to inspire team members to perform at their best - Review team queries and provide expert support as Subject Matter Expert in back-office operations - Manage client relationships and ensure satisfaction through effective communication and problem resolution - Analyze key back-office operations metrics and develop strategies for operational excellence Required Qualifications - Bachelor's degree from a recognized university - Minimum 4 years of experience in international BPO operations - Demonstrated team handling and people management experience - Credit banking or transaction processing background - Strong command of English language with excellent verbal and written communication skills - Strong analytical and interpersonal skills with ability to work in 24 by 7 environments Why Join Us Mphasis is a global leader applying next-generation technology to help enterprises transform businesses worldwide. We offer a collaborative environment where you can develop your leadership skills while working with marquee clients and cutting-edge technologies in a customer-centric organization.

- 4+ years international BPO and transaction processing experience - Team handling and people management background - Credit banking experience - Graduate from recognized university - Strong English language proficiency - Excellent analytical and interpersonal skills - Strong verbal and written communication abilities - Knowledge of back-office operations metrics - Planning and organizational skills - Client management and relationship building experience - Ability to work in 24 by 7 production environment - Flexibility and production-oriented mindset - Available to work from office