Director - Banking Web Chat Process

About the Role:

Lead and manage the operations of digital chat function, making sure that it meets both customer and organisational banking needs to manage large teams and drive transformation in operations using digital solutions & analytics.

Responsibilities:

- Oversee the end-to-end service delivery for our 24/7 digital chat operations, ensuring exceptional performance through close collaboration with technology teams, business partners, and process owners.

- Drive solutions for evolving customer needs and maintain high standards of delivery.

- Oversee large, diverse teams across multiple locations and implement processes to identify performance gaps and drive improvement.

- Develop improvement plans, optimise capacity, boost productivity, and reduce operational losses and errors.

- Lead knowledge design, execution, and support for the domain, while monitoring and reviewing solution implementation processes to ensure effectiveness.

- Define performance indicators, set measurement standards, and report critical management information (MI) to support informed decision making.

Required Skills:

- Senior Professional with 15+yrs of exp from BPO/KPO industry.

- Must have Live Chat /Web Chat process experience into Retail Banking ,BFSI,NBFC domain for International Clients.

- Must be Managing a large team size.