Contact Center Head – Bank (10-18 yrs)

Job Description :

– Vertical will be handling for voice / data- Liabilities – Cards – Assets – Merchants – SME – Insurance – Investment.

– Candidate will be responsible to get the existing processes documented and identify the gaps with suggestions for areas of improvement

– Ensure Compliance of the documented processes along with the Process & Compliance leader

– Ensure Compliance of the Governance framework of the bank with respect to Operations Risk Management , Infosec Regulatory etc

– Build a Robust Quality Monitoring and Surveillance system to be able to identify the training needs for each of the processes

– Review the quality analyst along with the Quality leader and provide inputs for improvement

– Bottom quartile management

– Design Progressive training modules for New Joinees (30-60-90 days)

– Refresher training modules , PKT etc

– Review and update the calling Scripts

– Be a Part of the Call Calibration Exercise along with the business leaders

– Build virtual training modules

– Train the Trainers

– Conduct training for the leadership teams

– Deliver and demonstrate some trainings directly to the Teams