Experience
- At least 8 years
- The applicants should have experience in the following business area(s): Banks
Education
Bachelor’s degree in Business Administration, Management, Finance, Marketing, or a related discipline from a recognized university.
Master’s degree (MBA or equivalent) will be preferred.
Professional certifications in Call Center Management, Customer Experience, or Service Quality will be an added advantage.
Requirements
- At least 8 years
- The applicants should have experience in the following business area(s): Banks
Skills Required
Additional Requirements
Minimum 5–7 years of relevant experience in call center or customer service operations within banking or financial institutions.
At least 2–4 years in a managerial or leadership role.
Proven experience in handling large teams, service quality management, and regulatory compliance in a banking environment.
Responsibilities & Context
Lead, manage, and oversee end-to-end call center operations, including inbound, outbound, and digital customer support services.
Develop and implement call center strategies, policies, SOPs, and service quality standards aligned with bank objectives.
Ensure high levels of customer satisfaction through effective complaint handling, service recovery, and continuous process improvement.
Monitor and analyze key performance indicators (KPIs) such as service level, call quality, productivity, turnaround time, and customer satisfaction.
Ensure compliance with internal policies, regulatory guidelines, data privacy, and information security requirements.
Coordinate with other business units (Cards, ADC, Retail Banking, Operations, ICT, Compliance and Risk) to ensure seamless service delivery.
Manage call center technology, IVR systems, CRM platforms, and workforce management tools in collaboration with ICT and respective vendors.
Lead talent management activities including recruitment, training, performance management, motivation, and succession planning.
Prepare and present MIS reports, performance reviews, and improvement plans to senior management.
Drive cost efficiency while maintaining service quality and supporting business growth initiatives.
Job Other Benifits
- Salary: Competitive and commensurate with qualifications and experience, as per bank policy.
- Benefits:
- Performance-based incentives/bonuses
- Provident fund and gratuity
- Health and life insurance coverage
- Leave benefits as per bank policy
- Career development and training opportunities
- Other benefits as per bank’s standard HR policy