Senior Manager Contact Center Premium Banking.Client Experience And Conduct-Customer Service
BFSI (Operations & Lending)
89+ Applicants
Posted: 4 months ago
8-10 years
Bengaluru / Bangalore, Karnataka
work from office
Posted: 4 months ago
|
Applicants: 89+
Job Description
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Job Description
The Senior Manager, Contact Center Premium Banking, will be responsible for overseeing the entire contact center operations, ensuring exceptional client service and a positive brand image. This role requires strong leadership and the ability to manage a diverse team, as well as collaborate with various stakeholders to drive business growth and maintain high standards of conduct.
- Lead and manage a team of contact center professionals, providing guidance and support to ensure high performance and motivation.
- Develop and implement strategies to enhance the customer journey, focusing on premium banking clients.
- Monitor and analyze contact center performance, identifying areas for improvement and implementing necessary changes.
- Collaborate with stakeholders, including business units and technology teams, to align contact center operations with business goals.
- Ensure compliance with regulatory requirements and maintain a culture of ethical conduct within the contact center.
- Handle complex customer inquiries and escalations, providing timely and accurate resolutions.
- Stay updated on industry trends and best practices, and implement innovative solutions to enhance the contact centers efficiency.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Develop and maintain strong relationships with key stakeholders to drive business objectives.
- Bachelors degree in Business Administration, Management, or a related field.
- Minimum 8 years of experience in a contact center environment, with at least 3 years in a managerial role.
- Proven track record of leading and developing high-performing teams.
- Excellent communication and interpersonal skills, with the ability to build strong relationships.
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- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Knowledge of regulatory requirements and compliance standards in the banking industry.
- Experience in process improvement and implementing efficient contact center strategies.
- Proficiency in using CRM systems and other relevant software tools.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
- Strong leadership skills and a customer-centric mindset.
Skills
Process ImprovementIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
About Company
Mashreqbank is a leading financial institution in the Middle East, offering a wide range of banking and financial services to individuals and corporations.
Important dates & deadlines?
Application Deadline
07 Mar 26, 01:33 PM IST
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