Unit Head - Credit Card Customer Service

Service Delivery :

- Reports to CCCS Head Leads a team of 40-80 Phone Banking Officers and 4-6 Team Leaders to manage the daily running of the contact center Or service delivery through managed services with 2 DR's & 100+

- Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget

- Deliver cost efficiencies and increased in Customer Satisfaction Scores- NPS and Internal Quality Scores

- Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross sell initiatives to drive income and improve efficiency.

- Manage customer lifecycle for credit card product.

- Undertakes continuous evaluation of service quality, service levels, unit metrics and processes to determine newer & effective customer service mechanisms

- Handles Internal & external audits

Cross sell :

- Spearheads sales activation for the Unit by driving cross sell initiatives undertaken by the Channel

People Management or Self-Management Responsibilities :

- Monitors and enables the achievement of goals and key performance indicators for direct reports and ensures effective implementation of the performance management process in the section.

- Develops talent within the team by providing guidance, ongoing feedback, and coaching and development opportunities to individuals to enable achievement of the defined goals.

- Lead, inspire and co-ordinate the contact center management team at all levels to create motivated and engaged colleagues.

Risk and Internal Control Responsibilities :

- Implements the risk policies and processes (operational, regulatory, financial, informational, reputational and audit risks), ensuring that that these meet regulatory and internal requirements.

- Implements the internal control systems in the department and participates in the departmental audits.

- Implements practices to bridge gaps identified during departmental audits.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.