Head - Contact Centre - Retail Assets

Role Description:

- Drive the delivery of a high quality, high volume processing / customer contact centre, focusing upon process improvement

- Ensure that operations meet all performance targets including standards in quality

- Manage operational contingency requirements on an ongoing basis by keeping the contingency requirements continually updated in terms of strategic changes on account of migration growth plans in conjunction with core BCP team

- Analyses and interprets complex data and makes high quality and timely decisions within a business context applies entrepreneurial and business thinking to deliver revenue growth, control costs, and manage risks.

- Proactively plan for success of the contact centre by understanding group and CoE directives and aligning annual plans to achieve global objectives.

- By monitoring and analyzing MI, leading the direction of the recruitment, retention and development of staff

- Maintain cost center accountability by monitoring expenditure against department budgets and ensure additional expenditure approval is sought with a fully documented business case

- Lead the management of operational resource plans in place, and the management of budgets

- Active engagement in group and CoE forums.

- Alignment of site decisions to global objectives

Requirements:

- Graduate / Post graduate

- At least 10 years of relevant Management experience in financial services and/or BPO operations

- Experience in financial products, high volume processing center operations, contact center operations, quality and production management, performance and process engineering

- Operational Risk Management experience