Head - Customer Service - Banking Industry

Your responsibilities :

- Drive employee engagement to maintain a positive culture within your team and across the wider business.

- Lead the Contact Centre to focus on providing exceptional customer service.

- Ensure the India operates within an operationally compliant framework, focusing on Operation risk; Compliance and Data Quality.

- Effective proactive stakeholder management of internal business partners to ensure that change is managed, implemented and embedded well and that we are able to measure the benefits and positive impact of the change.

- Lead and drive a culture of Productivity in the

- Exercise the MOR and managerial authorities of your role

- Develop and maintain appropriate performance reporting including people productivity, resource management and key performance metrics.

- Act as a role model by consistently displaying leadership behaviours that encourage productive working relationships and a strong performance culture.

- Provide a safe workplace by constantly reviewing ones workplace for hazards. Maintain team member awareness of their obligations and procedural requirements concerning safety. Remove all hazards within one's authority to do so, or escalate immediately to your immediate manager.

- Manage all aspects of the service centre, providing the Managers with leadership, coaching and support so that they are able to meet their objectives and are capable to lead their teams to do the same.

- In line with the Values, build diverse teams, supporting flexibility and creating a culture where people feel safe (and are encouraged) to speak up.

- Adhere to the Code of Conduct. The Code of Conduct sets the standards of behaviour, actions and decisions we expect from our people.

Your qualifications & experience :

- Proven leadership experience with a strong customer centric focus, in banking or financial services

- Experience leading large-scale people operations within a service centre environment. Experience working in a 24/7 environment would be an added advantage.

- Demonstrated experience developing best in class people engagement for a large team

- Ability to consult, influence and drive change with senior leadership and stakeholders

- Excellent communication skills and ability to build rapport quickly across a large stakeholder group.

- Proven ability to think creatively and solve problems that are both operational and strategic in nature, using both qualitative and quantitative inputs

- Deep understanding and experience applying risk frameworks, including the identification and management of risk

- Risk Mindset -All employees are expected to proactively identify and understand, openly discuss and act on current and future risks