SVP - Customer Service Quality - BFSI

Discipline - Banking

Subsector - Client Services

Location - Mumbai

About our Client - Our client is one of the longest standing global financial institutions employing well over a quarter million globally. In India they have strong presence across Investment Banking, Corporate Banking and Consumer Banking. This role supports the domestic customer service operations of the retail bank, covering the Western Region, based out of Mumbai.

Job Description - As Senior Vice President - Customer Service & Quality, you will report to the India Customer Service Head and manage a team of 250+ FTEs along with a direct reporting team of about 6. In addition, you will also be responsible for:

- Constant & focused improvements in Customer Service Quality Standards by way of building the relevant models for client servicing, developing a sustainable & robust customer service culture and lending strategic inputs and direction to the business unit

- People Management & Talent Development:

- Ensuring the right processes, forums and review models to attract, retain and develop high potential talent within the business, furthering career growth & team engagement

- Compliance & Controls:

- Driving budgetary & organization planning & adherence, formulation of policy & strategic input to the quality & controls function.

-Overall Mandate:

- Is to be responsible for managing business planning, definition & implementation of systems, processes and ensure it's aligned with the business strategy & goals to drive service levels and cross sales.

The Successful Candidate - You will have at least 15 years of experience in Banking & Financial Services and be abreast of Industry trends and practices. You will be a specialist in customer service and quality improvements with a Master's degree. You will have a process oriented approach and be an excellent people manager. You will have proven success in managing contact centers, large diverse teams and client portfolios.

What's on Offer - On offer is a market leading package with the leading MNC retail bank in India.

To Apply - Click here to apply