Regional Head - Digital Wealth

Designation: Regional Head - Digital Wealth - Chennai

Experience: 8 - 15 Years

Qualification: Graduate / Postgraduate in any discipline

Industry: Wealth Management, Private Banking, Retail Banking, Broking, Asset Management, Mutual Funds, Fintech, Investment Platforms, Financial Services

Location: Chennai

About The Role:

We are looking for an experienced and result-driven Contact Center Head to lead the Chennai Contact Center operations of a leading digital first fintech. The role is responsible for driving business performance, managing a high-volume, high-performing frontline team, ensuring superior customer experience, and delivering revenue and service outcomes through phone-led and digitally-enabled engagement models.

Must Have (Skills/Exposures/Certifications):

- Strong experience in BFSI/Contact center operations, with a proven track record of managing and scaling large sales and/or service teams.

- Consistent track record of achieving business, revenue and service-level targets.

- Experience in Digital Sales, inside sales, telesales, Contact Center, digital or virtual or phone-led engagement models.

- Excellent leadership, coaching and people-management skills.

What You'll Own:

- Own the overall business performance, revenue, service quality and profitability of the Chennai Contact Center.

- Lead, mentor and manage a team of Team Leaders, Relationship Managers and/or Customer Service Executives across sales and service functions.

- Drive acquisition, engagement, retention and cross-sell of customers through phone, virtual and digital engagement channels.

- Develop and execute strategies to improve customer penetration, wallet share, conversion, and overall center productivity.

- Set clear sales/service targets, KPIs and performance metrics for the team and ensure consistent achievement.

- Monitor daily/weekly/monthly business and operational performance (AHT, conversion, CSAT, revenue, attrition) and identify opportunities for improvement.

- Coach team members on customer conversations, product positioning, objection handling, conversion techniques.

- Drive process improvement, quality standards, and technology adoption to enhance center efficiency and customer experience.

- Ensure compliance with regulatory, quality, and audit requirements applicable to contact center operations.

Is This You?:

- 10 - 15 years of overall experience, preferably within BFSI, Banking, Financial Services, Fintech or Contact Center/BPO operations.

- A business-oriented leader who can build and manage a high-performing contact center team, drive revenue and service outcomes, and create an exceptional customer experience through scalable, technology-enabled operations.

- Strong analytical and data-driven approach to managing business and operational performance.

- Excellent communication, negotiation and stakeholder-management skills.

- Exposure to Wealth Management / investment products (Mutual Funds, Equities, Bonds, PMS, AIFs) is a plus, but not essential - Candidates from broader BFSI contact backgrounds are equally encouraged to apply.