Senior Manager
Core
Lead end-to-end performance of a Customer Service Direct (CSD) operations portfolio, balancing service, people, productivity, and risk outcomes.
Role type
Senior Manager, Operations (Customer Service/Banking)
Builds
Customer service operations, contact centre performance, and regulated banking workflows
Domain
Banking / Financial Services / Customer Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Leading customer service/contact centre teams, managing service/productivity/quality/risk outcomes, coaching leaders and talent development, operational controls and incident management, interpreting performance data, stakeholder management, leading change and process improvement, executive communication
Preferred skills
Digital messaging operations, workforce planning, AI-enabled customer service tools, experience with India and Australia stakeholder groups
Technologies
AI-enabled customer service tools, digital messaging platforms
Responsibilities
Create exceptional teams and deliver customer excellence, balance service/people/productivity/risk outcomes, coach leaders and manage succession planning, manage operational controls and complaints, interpret data to drive improvements, lead change initiatives, operate in a 24/7 environment
Seniority
Senior Manager, hands-on leadership with strategic oversight