JOB SUMMARY:

To lead and manage the end-to-end operations of the contact center while overseeing organization-wide complaint resolution, escalation handling, and incident impact management. The role ensures delivery of consistent, timely, and high-quality service experiences aligned to business development goals. It also establishes and governs a centralized complaints handling unit that supports all business units in resolution of escalated and high-risk complaints.

KEY RESPONSIBILITIES:

Contact Center Operations Management - 30%


Lead and Manager daily operations of inbound, outbound, service recovery, and card support functions to ensure efficient and effective service recovery
Develop and implement operational strategies and processes to enhance contact center performance
Monitor staffing, workforce management, and service levels to ensure optimal TAT and SLA performance
Implement service improvement initiatives aligned with customer experience strategy to ensure timely root cause analysis and communication loops
Collaborate with IT and other departments to ensure the contact center has the necessary tools and technology to operate effectively.
Utilize advanced contact center technologies and tools to enhance service delivery and operational efficiency
Encourage innovative solutions and approaches to improve contact center operations and customer experience
Conduct regular performance reviews of contact center agents and teams to ensure continuous improvement
Implement recognition and reward programs to motivate and retain high-performing agents


Centralized Complaints Handling Unit Leadership - 20%


Establish and govern a centralized complaints handling unit to manage escalated and high-risk complaints
Develop and implement policies and procedures for complaint resolution to ensure consistency and fairness.
Coordinate with business units to ensure timely and effective resolution of complaints
Monitor and report on the performance of the complaints handling unit to senior management
Ensure prompt case assignment, tracking, and resolution in compliance with internal standards and regulatory expectations
Work closely with other departments such as IT, Marketing, and product and innovation to ensure alignment and support for contact center initiatives


Complaint Escalations & Incident Impact Management - 15%


Oversee the escalation process to ensure that high-risk complaints and incidents are handled promptly and effectively
Develop and implement incident impact management strategies to minimize the impact on customers and the organization
Collaborate with risk management and other relevant departments to address and resolve incidents
Analyze and report on the root causes of escalations and incidents to identify opportunities for improvement
Serve as the central escalation point for high-risk, long-standing or regulator-triggered complaints
Lead or coordinate RCAs and incident impact assessments; provide customer-facing and executive updates


CX Business Development Enablement - 25%


Collaborate with business units to design and execute outbound campaigns to support business development goals (e.g., deposit mobilization, card PV, upselling)
Build and maintain strong relationships with key stakeholders to ensure their needs and expectations are met
Support business development goals by ensuring the contact center delivers high-quality service experience
Collaborate with marketing and sales teams to align contact center operations with business development initiatives
Identify and implement opportunities to enhance customer experience and drive customer loyalty
Provide insights and recommendations to senior management based on customer feedback and contact center performance data
Track performance metrics tied to NFI growth and customer retention via contact center-driven initiatives


Contact Center Quality Assurance & Training Oversight - 10%


Develop and implement quality assurance programs to ensure consistent and high-quality service delivery
Monitor and evaluate the performance of contact center agents to ensure adherence to quality standards
Design and deliver training programs to enhance the skills and knowledge of contact center agents
Provide coaching and feedback to agents to support their professional development and improve performance
Support onboarding and continuous development of contact center teams, focusing on complaints handling, digital proficiency, and business acumen
Identify and assess potential risks related to contact center operations and complaint handling
Develop and implement strategies to mitigate identified risks and ensure business continuity


KEY RELATIONSHIPS:

Customers of this Position


Contact Center Agents and Team Leaders
Head Office Teams
Branch Teams
All Business Units
IT, Risk, Legal & Compliance
Branch Business & Operations Teams
Regulatory Bodies


KNOWLEDGE REQUIREMENTS:

 Skills and Experience required for this Role


 Bachelor’s degree
7-9 years’ experience in a customer service environment, with at least 5 years spent managing a contact center that handles both inbound and outbound operations.
Leadership and Management: Strong leadership skills to manage and motivate contact center teams, ensuring high performance and employee engagement.
Analytical Skills: Proficiency in analyzing data and performance metrics to drive improvements and make informed decisions.
Training and Development: Ability to design and deliver training programs to enhance the skills and knowledge of contact center agents.
Contact Center Management: Proven experience in managing contact center operations, including overseeing daily activities, setting performance targets, and ensuring service quality.
Communication: Excellent verbal and written communication skills to effectively interact with customers, agents, and senior management.
Problem-Solving: Ability to quickly identify issues, analyze root causes, and implement effective solutions.
Customer Service: Deep understanding of customer service principles and practices to ensure high-quality service delivery.
Technical Proficiency: Familiarity with contact center technologies and tools, including CRM systems, telephony systems, and workforce management software.
Conflict Resolution: Strong conflict resolution skills to handle escalated complaints and incidents effectively.
Quality Assurance: Experience in developing and implementing quality assurance programs to ensure consistent service delivery.
Business Development: Experience in supporting business development initiatives by aligning contact center operations with organizational goals.
Performance Management: Experience in conducting performance reviews, providing feedback, and implementing recognition and reward programs.
Understanding of cross-functional dependencies between CX, IT, Product, and Operations


Certifications


Certified Contact Center Manager (CCCM):
Six Sigma Certification


Key Competencies required for this Role


Leadership and Management
Conflict Resolution.
Customer Focus
Analytical and Problem-Solving
Technical Proficiency
Innovation
Training and Development
Coaching and Mentoring
Performance Management
Recognition and Rewards.
Risk Assessment and Management
Contact Center & Workforce Management
Complaint Handling & Regulatory Understanding
Root Cause Analysis & Incident Communication
Stakeholder Relationship Management
Quality Assurance & Coaching