AVP/ VP, Client Services Manager, Customer Service Hub (CSH), Group COO
Core
Lead strategic initiatives to enhance customer experience, improve operational efficiencies, and manage Customer Centre demand and budget.
Role type
Senior IC Customer Centre Manager / Squad Lead
Builds
Customer engagement strategies and operational improvements for the Customer Centre
Domain
Financial services / Customer Operations
Deliverable
dashboards & analysis
Required skills
Strategic planning, Data analytics, Budget management, Incident management, Cross-functional collaboration, KPI tracking
Preferred skills
Use case implementation, Journey optimization, Team leadership
Responsibilities
Plan and execute strategic initiatives to reduce interaction volume and improve customer experience; Manage Customer Centre demand trends and yearly budgeting; Analyze performance metrics to identify trends and provide actionable recommendations; Coordinate incident management and resolution to minimize customer impact; Lead cross-functional teams to align with business objectives.
Seniority
Senior, hands-on IC