This is an opening with one of the Topmost ITES organization.
Managing a large customer support operations for a banking client
Customer relationship management including function owners and steering committee
Responsible for meeting and exceeding expectation on all contractual SLAs
Drive continuous improvement in service delivery through deep understanding of the client business environment and client expectations
Continuously deliver and drive efficiency metrics for customers and employees
People management of direct and indirect reportees
Retain talent by ensuring high levels of employee engagement and satisfaction.
Deep understanding of Personal Banking and Risk management processes like Contact Centre , Portfolio Cross Sell , CPU , Authorization, Credit Admin and Collections
Should have a good blend of banking and BPO exposure
In-depth knowledge of the trends & impact of sales & other department / related functions on these businesses
SLA & KPI management & ensure that they are achieved on a Monthly basis.
Operational rigors to drive multi LOB cross functional teams.
Ensures continuous improvement in service delivery through Process Improvement Initiatives
Ability to manage, develop & retain a large team
Manage forecasting & capacity management
Analytical, execution-focused bent of mind, and strong numbers orientation
Fluency In English and Arabic Language (preferred)
Strategic and tactical thinking skills
Ability to deep dive, and think high-level strategy as and when required.
Demonstrated ability to empower teams
10-12 years experience in Banking operations preferably in Middle East
Good educational degree, excellent communication skills
Qualification: Any Graduate