Head - Contact Query Center Management - BPO

The role holder will be expected to;

- Hold Contact Centre leaders accountable for their respective KPI delivery and impact on customers, staff and the bottom line

- Identifying where there are Contact Centre product or proposition gaps and building consensus in order to drive investment and delivery.

- Ensure that the investment meets the needs of the business and can be commercialized and adopted by our people and our customers in market

- Provide support, guidance and where appropriate materials to help markets drive Contact Centre growth and achieve growth targets.

- Build out a global strategic acquisition approach which includes development and commercialization of the international CMB proposition as a key differentiator to driver wider customer acquisition

- Maintain strong engagement and communication across geographies, business lines and functions with an ability to influence at the highest level

- Establish and maintain relationships with market CMB Heads as well as Global function and Risk individuals. To build consensus on complex and challenging technical and business issues

- Put the customer at the heart of every design, leveraging data and information to ensure that the solutions meet the customer demand

- Engage others to create solutions to complex and strategic problems

- Be a trusted partner

- Be recognized as an open and forward thinker

- Work with the local markets to help them understand the capabilities already delivered or coming so that they can direct local country change and investment plans accordingly.

Qualifications:

What you will need to succeed in the role:

The role holder will have a deep expertise and understanding of:

- Customers and what drives them

- Contact Centre Products

- Programme and Project Leadership

- Global markets and operating across cultures, geographies, product lines and segments

- CMB teams and people

- Key customer and colleague journeys that are relevant to CMB

Others:

- Establishes and runs management administrative practices for the programmes responsible for, to ensure adherence to Group policies and operational risks so that issues can be identified early and mitigated.

- Looks ahead at the changing regulatory environment or trends to ensure that the programme can be nimble and ready to respond to challenges.

- Has an open door policy so that bad news can be shared without risk of "killing the messenger" and problems are therefore discussed before they become critical.

- Identifies and manages interventions that will improve change or adapt delivery of programme deliverables

- Provides high level critical thinking and ingenuity to bring successful resolution to complex or strategic issues.

- Engages with risk stewards to fully understand risks and agree which can be accepted, which must be mitigated to ensure we remain compliant, and provide our customers with a fair outcome and enabling trust in the brand and the team