Location: Cochin/Kochi

Job Summary :

13- to 16 years of banking & financial Services industry experience is a must preferably from Collections contact Center. A must have of- minimum of 2 years of experience managing multi site operations. . Incumbent must to comfortable working in US and EMEA shift

Job Description :

- Leading the account from service delivery perspective, meeting goals for all sub processes in the site as per CPMs as well as Revenue and Profitability goals.

- Focus on maximizing Customer Experience while optimizing costs

- Contributing to the development of short and long term strategic business goals

- Retaining talent and enhancing employee satisfaction for the aligned business

- Developing leadership pipeline to meet short & long-term business goals.

- Drive continuous improvement and look for opportunities to implement automation, robotics, digital strategies within the business.

- Creating appropriate servicing and retention strategies for customers

- Providing functional support to Operations and Team Managers.

- Ensuring growth and development/mentoring of operations managers.

- Monitoring the performance of line supervisors and coaching them, if required Liaison with other support functions of the company affecting customer support

- Responsible for the operational adherence to contractual requirement-

- Provide reporting, feedback & performance of the business to Client as requested

- Creating & ensuring adherence to the Standard Operating

- Procedures- Executing Reports on the performance of various activities.

(Daily performance, Monthly Performance) People Management Responsibilities

Skills :

- Strong interpersonal & client management skills.

- Ability to work and communicate with people across organizational units and client organization.

- Strong decision making, ability to think strategically and translate strategy into action plans.

- Strong analytical skills with an ability to resolve problem with a win-win negotiation approach

- Ability to lead people on large, multi-functional efforts

- Knowledge of PC technology, applications and on-line tools Expert knowledge of service procedures & demonstrated Customer services skills with experience in a voice call center environment Knowledge and experience in robotics, process automation, digitization.

- Ability to coach & develop people in the hierarchy

- Quality Focus: Knowledge & implementation of Quality tools & techniques (Six Sigma, Lean) for process improvement. Thorough understanding of P&L account, planning, forecasting & scheduling to meet SLAs,

- Delivery and adherence to the SOW defined parameters

- Transition experience is a good to have

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