Description: We are seeking an experienced and result-driven 'AVP Telephony Contact Cente' to lead and manage large-scale inbound and outbound calling operations supporting banking services.
Role: AVP Telephony Contact Center (Banking Services)
Location: Gurgaon and Noida (to lead multi-location teams across Noida and Gurgaon)
This role is responsible for end-to-end operational performance, people leadership, client satisfaction, and regulatory adherence across a 300+ agent contact center environment.
The incumbent will play a critical leadership role in driving service excellence, operational efficiency, compliance, and workforce scalability while working closely with senior stakeholders and clients.
Key Responsibilities
Operational Leadership:
- Lead and manage a span of control of 300+ telephony contact center resources, including team leaders, managers, quality, training, and support functions.
- Oversee day-to-day contact center operations supporting banking products and services (e.g., customer service, account servicing, payments, disputes, collections, lending, or other regulated banking functions).
- Ensure consistent achievement of SLAs, KPIs, productivity, quality, and customer experience metrics.
Client & Stakeholder Management:
- Act as a senior point of contact for clients and internal leadership for telephony operations.
- Drive governance routines, performance reviews, and issue resolution in partnership with client stakeholders.
- Ensure high levels of client satisfaction through proactive communication and delivery excellence.
Risk, Compliance & Controls:
- Ensure strict adherence to banking regulations, compliance standards, data privacy, and call monitoring requirements.
- Partner with Risk, Compliance, and Quality teams to manage audits, controls testing, and remediation plans.
- Embed a strong culture of risk awareness and first-line accountability within operations.
People Leadership & Workforce Management:
- Build, mentor, and retain a high-performing leadership team.
- Drive workforce planning, attrition management, succession planning, and employee engagement.
- Ensure effective performance management, coaching, and development across all levels.
Quality, Training & Continuous Improvement:
- Collaborate with Quality and L&D teams to ensure robust onboarding, refresher training, and upskilling programs.
- Analyze call trends, customer feedback, and operational data to drive continuous improvement initiatives.
- Champion automation, digital interventions, and process optimization within telephony operations.
Strategic & Financial Management:
- Support capacity planning, budgeting, and cost optimization for large-scale contact center operations.
- Contribute to growth initiatives, new client onboarding, and expansion of banking telephony services.
- Align operational strategy with organizational goals and client expectations.
Required Qualifications & Experience:
- 15+ years of experience in contact center operations, with significant exposure to banking or financial services.
- Proven experience managing large-scale telephony operations (300+ agents).
- Strong understanding of banking processes, regulatory requirements, and customer servicing models.
- Demonstrated success in client management, SLA delivery, and operational transformation.
- Experience working in US shifts supporting global clients.
- Strong analytical, communication, and leadership skills.
Preferred Skills:
- Experience in regulated banking environments (Retail Banking, Cards, Mortgage, Lending, Deposits, etc.).
- Exposure to digital transformation, call analytics, or automation initiatives.
- Ability to lead multi-location teams across Noida and Gurgaon.
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