Vice President - Contact Management - BFSI

Please find the below JD.

- An excellent understanding of the latest technology available in the contact world, including digital, IVR, and Inbound.

- A sound working knowledge of Workforce Management.

- The role has the ability to improve efficiency and profitability for the bank through the provision of an effective contact strategy combined with the efficient use of collections staff.

- Flexibility of working patterns, to include up to 40% regional travel.

- The role holder will be technical in nature, and this experience will assist the delivery, and building of Contract Strategies across many contact channels to leverage increased customer interaction.

- The role holder must have the strong ability to understand the fluidity of the individual stakeholder needs and ensure that commensurate focus is placed on the correct contact strategy and channel used is employed to ensure that contact is maximized. To include how to leverage the systems based on different IT, regulatory, compliance, resource limitations, and business continuity challenges.

Pratibha Ghugtyal