Join us as a Customer Service & Operations Lead

- In this crucial role, you'll actively lead and manage the operations of our digital chat function, making sure that it meets both customer and organisational banking needs

- If you're highly motivated, agile, and curious, this is your opportunity to manage large teams and drive transformation in our operations using digital solutions & analytics

- We are offering this role at director level

What you'll do:

- As a Customer Service & Operations Lead, you'll 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.

- You'll also drive solutions for evolving customer needs and maintain high standards of delivery to achieve strong customer satisfaction metrics such as net promoter score (NPS) and first-contact resolution.

- Moreover, you'll lead the integration of innovative digital technologies into existing operations while managing risk and aligning with strategic goals.

- To succeed in this role, we'll expect you to oversee large, diverse teams across multiple locations and implement processes to identify performance gaps and drive improvement.

- Some of your responsibilities will include developing improvement plans, optimising capacity, boosting productivity, and reducing operational losses and errors.

You'll also be:

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

- Defining performance indicators, setting measurement standards, and reporting critical management information (MI) to support informed decision making

- Producing and maintaining an effective training and accreditation plan

- Monitoring key performance indicators (KPIs) and taking actions to make sure that the unit maintains strong performance metrics

- Driving financial targets and improving efficiency through process improvement initiatives

The skills you'll need:

- We're looking for someone with strong people management skills, with the ability to inspire, engage, and motivate teams to succeed. You must also have a good understanding of people processes and policies.

In addition, you'll need to be:

- A curious, proactive, and forward-thinking professional ready to embrace challenges

- A PG/graduate from a reputable university

- Experienced in the banking, financial services, or consultancy industry

- Experienced in leading large, diverse teams across multiple locations and functions