Role Purpose

The role will be responsible for managing the Bank's customer service partners and driving operational performance, customer experience, complaint governance, and service excellence across contact center operations. The incumbent will act as the key interface between the Bank and outsourcing partners, ensuring delivery of agreed business outcomes, customer experience metrics, regulatory compliance, and operational efficiency.

Key Responsibilities

Contact Center Partner Management
- Act as the primary SPOC for outsourced contact center operations.
- Drive partner performance across key service, quality, productivity, and customer experience metrics.
- Conduct governance reviews and performance discussions with partner leadership teams.
- Monitor SLA adherence and ensure delivery against agreed contractual commitments.
- Identify performance gaps and drive corrective action plans with partners.

Operations Governance & Performance Management
- Track and manage key operational metrics.
- Present business performance reviews to senior leadership.




- Drive operational excellence initiatives across partner locations.

Escalation & Complaint Management
- Manage customer escalations.
- Drive RCA for high-impact complaints and recurring customer issues.
- Ensure timely closure of executive, nodal, RBI, and grievance escalations.
- Partner with internal and external stakeholders to implement permanent fixes.

Process Improvement & Customer Experience
- Identify customer pain points and process inefficiencies.
- Drive process improvement and automation initiatives to reduce customer effort.
- Partner with Product, Risk, Compliance, Operations, and Technology teams to implement enhancements.
- Support self-service and digital transformation initiatives.

Stakeholder Management
- Collaborate with Product, Risk, Compliance, Technology, Operations, and Vendor teams.
- Manage senior stakeholder expectations through structured governance and reporting.
- Drive cross-f

📌 Business Manager (Gurugram)
🏢 Airtel Payments Bank
📍 Gurugram