Deputy Vice President - Customer Service - BFSI

- Managing outsourced call centre partners and ensuring business goals (Sales/Cross sale targets) are met.

- The call centre operates at optimal occupancy and maximum business is generated from every seat/headcount

- Working closely with key functions (including sales, underwriting, tech, Digital team) to ensure we identify and leverage on key enablers to meet business goals

- Ensure the LOB/call centre operates at desired P&L

Pre-requisite:

- Candidate should have experience of 15+ years

- Strong expertise in handling large call centre teams (outbound/Inbound) managing sales/cross-sale processes

- Experience of handling channel sales/banca sales would be preferred

- Strong data analytical skill and knowledge/implementation of AI in current/previous roles would be an advantage

- A proven track record (top rater in last 3 - 5 years)