Senior Role - Banking Operations - Call Center

 Job opening for End to end operations role in Kochi location.

Domain: Retail Banking/Any Banking preferred.

Min exp: 15 yrs

Shifts: 24- 7

CTC: 32 LPA

Good Team Management: 150+

Location: Kochi

Global exp is mandate

Skills ( Must Have) - Strong interpersonal people management skills & client management skill

- Ability to work and communicate with people across organizational units and client organization

- Flexible to work with teams of different cultures, manage teams remotely

- Strong decision making skill, ability to think strategically and translate strategy into action plans

- Strong analytical skills with an ability to resolve problem with a win-win negotiation approach

- Ability to lead people on large, multi-functional efforts

- Dialer programming knowledge

- Expert knowledge of service procedures, demonstrated Customer services skills and experience in a voice call center /collections environment

- Ability to coach & develop people in the hierarchy

- Quality Focus: Knowledge & implementation of Quality tools & techniques (Six Sigma, Lean) for process improvement, Risk and Compliance.

- Transformation Focus: to drive step change improvements in productivity, customer experience.

- Thorough understanding of P & L account, planning, forecasting & scheduling to meet SLAs, Delivery and adherence to the SOW defined parameters

- Must have experience in collections and/or contact centers

Willingness to work 24/7 - needs to be comfortable with working in odd shifts - aligned to UAE

Valid passport is a must

Job Description - Lead service delivery and meet goals for all processes within span, deliver as per client contract (CPM) as well as operating plan (Top line & bottom line)

- Focus on maximizing Customer Experience and collections while optimizing costs

- Contribute to the development of short and long term strategic business goals

- Retaining talents and enhance employee satisfaction for the aligned business

- Develop leadership pipeline to meet short & long-term business goals.

- Create appropriate servicing and retention strategies for customers

- Provide functional support and direction to the Managers and Team leaders on customer support needs

- Monitor the performance of the 2nd & 1st line supervisors and coach them, if required

- Assist with training and identify training needs within the group

- Mentor and assist Managers

Liaison with other support functions of the company affecting customer support

Security Roles & Responsibilities :

1. Updates him/herself regularly with Company policies on Information Security Management System.

2. Ensure subordinates are aware of Company policies, in particular those on Information Security.

3. Ensure adherence to legal & regulatory requirements as applicable to the nature of work.

4. Ensure Process adheres to legal & regulatory requirements as applicable to the nature of work.

5. Ensure adherence to the Contractual Requirements of the Process/Function.

6. Encourage all subordinates to Report Security Incidents.