Role: US Retail banking(CX)

Location: Mumbai

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

Essential Job Elements
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

📌 Director-Retail banking(CX)-Mumbai
🏢 Golden Opportunities
📍 Mumbai