Managing delivery of large Banking account.
Delivery Metrics and contractual SLA management.
Day to day Client management.
Managing a span of 400 FTE.
Lead all client and internal calls for the process, single point of contact.
Direct Workflow, Training and other shared services for optimum functioning of account.
Single point of contact for all financial decisions regarding the account
Manage attrition and career planning of all employees within span of control
Grow account strategically to increase top line for the organization
Lead all client and internal calls for the process, single point of contact
Manage and improve profitability of the account
Strong financial management acumen. Understanding of P&L
Strong collections & voice experience
Understanding of UK demographics & Banking industry
Strong understanding of contracts and key BPO dynamics governing them
Strong customer service orientation and client management skills
Robust experience of driving key customer metrics like NPS
Fundamentally a strong people manager. Should be able to guide a team to success
High IQ and EQ
**Candidates from UK Banking background are more preferred**