DGM - Operations - Banking Domain - Contact Centre

Role purpose:

The person is expected to manage the delivery & operations for Banking Account, leading all the interactions with the client. Good understanding of P&L is must.

Key Responsibilities:

- Managing delivery of a Banking account

- Delivery Metrics and contractual SLA management

- Day to day Client management

- Lead all client and internal calls for the process, single point of contact

- Direct Workflow, Training and other shared services for optimum functioning of account

- Manage attrition and career planning of all employees within span of control

- Grow account strategically to increase top line for the organization

- Manage and improve profitability of the account

- Ensures continuous improvement in service delivery through Process Improvement Initiatives

Requirements:

- Overall experience of 11+ years - experience in contact center / outsourcing space

- Experience of Lean, Six Sigma projects preferred

- Understanding of the Banking domain in a contact center environment