Vice President - Customer Service & Operations - Web Chat Process

Vice President - Customer Service & Operations - Web Chat Process

Description:

About the Role.

Our Client is seeking an experienced and visionary Vice President Customer Service & Operations Lead (Web Chat) to lead their 24/7 digital chat operations.

This is a senior leadership role responsible for delivering exceptional, customer-centric outcomes at scale, while meeting regulatory, operational, and strategic objectives.

You will play a pivotal role in shaping the future of digital customer service by driving digital transformation, operational excellence, and innovation, leveraging analytics, automation, and AI-enabled capabilities.

Leading large, multi-location teams, you will work closely with Technology, Risk, Compliance, and Business partners to deliver seamless and resilient customer experiences.

Key Responsibilities:

Service Delivery & Operations Leadership:

- Own end-to-end delivery of 24/7 digital chat operations, ensuring consistent, high-quality customer experiences.

- Drive performance across key metrics including NPS, first-contact resolution, response times, productivity, and quality.

- Ensure operations align with customer principles, conduct standards, and regulatory requirements.

People & Capability Leadership:

- Lead, inspire, and develop large, diverse, multi-location teams, fostering a high-performance and inclusive culture.

- Build strong succession plans, leadership pipelines, and future-ready capabilities.

- Oversee training, accreditation, and capability development frameworks.

Digital Transformation & Innovation:

- Lead the integration of digital tools, automation, AI-assisted chat, and advanced analytics into operations.

- Partner with Technology and Change teams to design and implement scalable, customer-focused solutions.

- Continuously improve customer journeys and reduce friction across digital channels.

Performance Management & MI:

- Define and embed performance indicators across service, quality, risk, and financial outcomes.

- Deliver robust, insightful MI and executive-level reporting to support data-driven decisions.

- Identify performance gaps and lead structured improvement initiatives.

Process Excellence & Risk Management:

- Drive process optimisation to improve efficiency, capacity utilisation, and productivity.

- Reduce operational losses, errors, and rework through strong controls and root-cause analysis.

- Ensure adherence to risk, compliance, and operational resilience standards.

Skills, Experience & Qualifications:

Essential:

- 20 TO 22 years of proven senior people leadership experience, leading large-scale, multi-location operations.

- Significant experience within banking, financial services, or management consultancy.

- Strong understanding of customer service operations, digital channels, and performance management.

- Demonstrated success in driving transformation, process improvement, and efficiency gains.

- Experience partnering with Technology, Risk, Compliance, and Change teams.

- Graduate from a reputable university.

Desirable:

- Experience leading digital chat, contact centre, or omnichannel operations.

- Exposure to automation, AI, analytics, or large-scale digital transformation programs.

- Knowledge of regulatory and conduct expectations within retail or commercial banking.