Director - Voice & Virtual Support - BFSI

Position : Director, Voice & Virtual Support

This role is to functionally lead a team of specialists in the support of global Voice & Virtual. The teams primary purpose is to support the Client Contact Centre's in the delivery of their performance by assisting with management information, quality assurance, S2S analytic's and methodologies, IVR enhancements and technology implementations. As required the team will also be asked to use their analytical and project skills on other projects/initiatives as required by the Voice and Virtual network.

RESPONSIBILITIES:

Strategy:

- Must have a strong understanding of the retail business strategy, as well as critical input to the global Voice and Virtual Strategy

- Execution on the strategy is of critical importance. Also assisting countries to execute on their country specific strategic initiatives

- Must be a - thought leader- within the contact centre industry, adding value to key country stakeholders and challenging CCC Heads by providing best practice solutions

Business:

- Strong knowledge and understanding of Retail banking contact centres is of vital importance

- To deliver initaitves/projects within the required timeframes and within the brief/scope agreed

- To prepare, disseminate and analyse management information reporting that adds value back into the business to those who read the reports.

- To proactively look to IVR improvements, build business cases and submit funding approval requests in order to drive up IVR utilisation

- Develop S2S best practices, systems and toolkits to enable contact centres to consistently drive up performance

- Provide insights and advice to CCC Heads on productivity, service level and performance gaps

- Contribute as an active member of the Voice and Virtual Management Team

Processes:

- Responsible for the delivery of accurate and timely management information reports that help CCC Heads deliver on their performance objectives

- Have an intimate understanding of the Contact Quality Assurance framework. Continually enhance the framework, while ensuring all stakeholders understand and follow it

- Understand and manage to appropriate selling techniques and policy. Minimise the risk of mis-selling through the creation of process, policy and best practice

People and Talent :

- Lead through example and build the appropriate culture and values. Set appropriate tone and expectations from their team and work in collaboration with risk and control partners.

- Ensure the provision of ongoing training and development of people, and ensure that holders of all critical functions are suitably skilled and qualified for their roles ensuring that they have effective supervision in place to mitigate any risks.

- Employ, engage and retain high quality people.

- Set and monitor job descriptions and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.

Risk Management:

- Identify weaknesses across the end-to-end Retail Banking Contact Centre risk and control environment and drive rectification as required.

- Ensure adequate and appropriate systems and controls are in compliance with Group and Business policies, procedures, standards and codes, including those governing all Risk types, Compliance, Technology and Operations, Finance and Reputation.

- Develop and implement clear structures of accountability to ensure:

- Team members are capable of performing successfully in their roles

- There is clear oversight / supervision / decision making e.g. committees

- Ensure effective implementation of Risk Management framework throughout Retail Banking Contact Centres:

- Such that an appropriate risk appetite is clear and integral to the way all employees operate, implementing appropriate controls consistent with global strategy

- Effective processes are established and maintained to identify, manage, monitor and report risk

- Systems and procedures to safeguard the security, integrity and confidentiality of information

Regulatory & Business conduct:

- Provide leadership in Global V&V Support unit to comply with the highest standards of regulatory and business conduct and practices as defined by internal and external requirements. Understand and ensure compliance with, in letter and spirit, all applicable laws, regulations and guidelines including those governing securities activities, company law, anti-money laundering, terrorist financing and sanctions; the Group's policies and procedures; and the Group Code of Conduct. Take personal responsibility for understanding the risk and compliance requirements of the role. Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance matters.

- Embed the Values and Code of Conduct to ensure adherence with the highest standards of ethics. Comply with relevant policies, processes and regulations, as part of the culture.

Lead by example by displaying exemplary conduct behaviours and take personal responsibility for:

- the conduct of individuals in the Global V&V Support unity ensuring behaviours set out in the Group Code of Conduct are followed.

- Global V&V Support unit achieving the outcomes set out in the Conduct Principals and Pillars.

Interested candidates please apply. In case if you wish to speak to me call me - +919841930349

Looking forward to hear from you.

Mohit