JOB SUMMARY:

To lead and manage the end-to-end operations of the contact center while overseeing organization-wide complaint resolution, escalation handling, and incident impact management. The role ensures delivery of consistent, timely, and high-quality service experiences aligned to business development goals. It also establishes and governs a centralized complaints handling unit that supports all business units in resolution of escalated and high-risk complaints.

KEY RESPONSIBILITIES:

Contact Center Operations Management - 30%

• Lead and Manager daily operations of inbound, outbound, service recovery, and card support functions to ensure efficient and effective service recovery
• Develop and implement operational strategies and processes to enhance contact center performance
• Monitor staffing, workforce management, and service levels to ensure optimal TAT and SLA performance
• Implement service improvement initiatives aligned with customer experience strategy to ensure timely root cause analysis and communication loops
• Collaborate with IT and other departments to ensure the contact center has the necessary tools and technology to operate effectively.
• Utilize advanced contact center technologies and tools to enhance service delivery and operational efficiency
• Encourage innovative solutions and approaches to improve contact center operations and customer experience
• Conduct regular performance reviews of contact center agents and teams to ensure continuous improvement
• Implement recognition and reward programs to motivate and retain high-performing agents

Centralized Complaints Handling Unit Leadership - 20%

• Establish and govern a centralized complaints handling unit to manage escalated and high-risk complaints
• Develop and implement policies and procedures for complaint resolution to ensure consistency and fairness.
• Coordinate with business units to ensure timely and effective resolution of complaints
• Monitor and report on the performance of the complaints handling unit to senior management
• Ensure prompt case assignment, tracking, and resolution in compliance with internal standards and regulatory expectations
• Work closely with other departments such as IT, Marketing, and product and innovation to ensure alignment and support for contact center initiatives

Complaint Escalations & Incident Impact Management - 15%

• Oversee the escalation process to ensure that high-risk complaints and incidents are handled promptly and effectively
• Develop and implement incident impact management strategies to minimize the impact on customers and the organization
• Collaborate with risk management and other relevant departments to address and resolve incidents
• Analyze and report on the root causes of escalations and incidents to identify opportunities for improvement
• Serve as the central escalation point for high-risk, long-standing or regulator-triggered complaints
• Lead or coordinate RCAs and incident impact assessments; provide customer-facing and executive updates

CX Business Development Enablement - 25%

• Collaborate with business units to design and execute outbound campaigns to support business development goals e.g., deposit mobilization, card PV, upselling
• Build and maintain strong relationships with key stakeholders to ensure their needs and expectations are met
• Support business development goals by ensuring the contact center delivers high-quality service experience
• Collaborate with marketing and sales teams to align contact center operations with business development initiatives
• Identify and implement opportunities to enhance customer experience and drive customer loyalty
• Provide insights and recommendations to senior management based on customer feedback and contact center performance data
• Track performance metrics tied to NFI growth and customer retention via contact center-driven initiatives

Contact Center Quality Assurance & Training Oversight - 10%

• Develop and implement quality assurance programs to ensure consistent and high-quality service delivery
• Monitor and evaluate the performance of contact center agents to ensure adherence to quality standards
• Design and deliver training programs to enhance the skills and knowledge of contact center agents
• Provide coaching and feedback to agents to support their professional development and improve performance
• Support onboarding and continuous development of contact center teams, focusing on complaints handling, digital proficiency, and business acumen
• Identify and assess potential risks related to contact center operations and complaint handling
• Develop and implement strategies to mitigate identified risks and ensure business continuity

KEY RELATIONSHIPS:

Customers of this Position

• Contact Center Agents and Team Leaders
• Head Office Teams
• Branch Teams
• All Business Units
• IT, Risk, Legal & Compliance
• Branch Business & Operations Teams
• Regulatory Bodies

KNOWLEDGE REQUIREMENTS:

 Skills and Experience required for this Role

•  Bachelor’s degree
• 7-9 years’ experience in a customer service environment, with at least 5 years spent managing a contact center that handles both inbound and outbound operations.
• Leadership and Management: Strong leadership skills to manage and motivate contact center teams, ensuring high performance and employee engagement.
• Analytical Skills: Proficiency in analyzing data and performance metrics to drive improvements and make informed decisions.
• Training and Development: Ability to design and deliver training programs to enhance the skills and knowledge of contact center agents.
• Contact Center Management: Proven experience in managing contact center operations, including overseeing daily activities, setting performance targets, and ensuring service quality.
• Communication: Excellent verbal and written communication skills to effectively interact with customers, agents, and senior management.
• Problem-Solving: Ability to quickly identify issues, analyze root causes, and implement effective solutions.
• Customer Service: Deep understanding of customer service principles and practices to ensure high-quality service delivery.
• Technical Proficiency: Familiarity with contact center technologies and tools, including CRM systems, telephony systems, and workforce management software.
• Conflict Resolution: Strong conflict resolution skills to handle escalated complaints and incidents effectively.
• Quality Assurance: Experience in developing and implementing quality assurance programs to ensure consistent service delivery.
• Business Development: Experience in supporting business development initiatives by aligning contact center operations with organizational goals.
• Performance Management: Experience in conducting performance reviews, providing feedback, and implementing recognition and reward programs.
• Understanding of cross-functional dependencies between CX, IT, Product, and Operations

Certifications

• Certified Contact Center Manager CCCM:
• Six Sigma Certification

Key Competencies required for this Role

• Leadership and Management
• Conflict Resolution.
• Customer Focus
• Analytical and Problem-Solving
• Technical Proficiency
• Innovation
• Training and Development
• Coaching and Mentoring
• Performance Management
• Recognition and Rewards.
• Risk Assessment and Management
• Contact Center & Workforce Management
• Complaint Handling & Regulatory Understanding
• Root Cause Analysis & Incident Communication
• Stakeholder Relationship Management
• Quality Assurance & Coaching