Job Description:
- We are seeking an accomplished and strategic leader to join our team Operations to manage our International Banking Voice Services.
- This role will be responsible for leading large-scale, multi-site banking customer service and servicing operations supporting global banking and financial services client.
- The incumbent will drive operational excellence, customer experience (NPS/CSAT), regulatory compliance, profitability, digital transformation, and business growth while ensuring superior service delivery across diverse banking portfolio.
- The role carries full P&L; responsibility and requires a proven leader capable of managing large, complex operations, driving customer-centric outcomes, and building solid relationships with senior client stakeholders across the banking and financial services sector
Leadership & Strategy:
- Develop and implement strategic plans in alignment with client Imperatives, market study and benchmarking, to enhance service quality and customer satisfaction.
Intelligence and Direction:
- Market research capabilities and analytical approach to business.
- Create and execute Annual Strategy of the program and giving direction to operations and support functions.
- Go to market and impact assessment.
- Collaborate with Accounts teams across geographies to support and drive business expansion.
- Identify organic and inorganic opportunities of growth.
- Lead seamless business transitions and pilots.
Innovation & Value Addition:
- Competency building and continuous improvement initiatives using GenAI led transformation and other value-added efforts in partnership with the client.
- Advancing client's agenda of AI first through increasing the usage and adoption of client tools and technology within the program
Operational Excellence:
- Lead operational improvements across the business vertical, optimize resource allocation, and track progress against defined business goals.
- Take proactive me
📌 Director - Retail banking (CX) (Mumbai)
🏢 Golden Opportunities
📍 Mumbai
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