Apply: Head of Contact Centre

One of the world's leading Investment Banks is looking for an SVP - Head of Contact Centre, to manage their consumer phone banking division.

You will report directly to the APAC Head of Operations.

You will be responsible for managing a functional area through subordinate mangers and their teams, in coordination with the Service team. 

Responsibilities:

• Engage in higher level strategic planning with senior directors, and contribute to short to medium-term planning of actions and resources
• Resolve complex and varied issues, by applying a comprehensive understanding of concepts and procedures within own area
• Evaluate staff performance and make recommendations for pay increases, hiring, terminations and other personnel actions
• Ensure high quality and high volume productivity, and drive organizational change through process improvement, eliminating friction points
• Collaborate, build relationships, and work across the organization in a multi-site matrix operations environment
• Build an effective team through hiring exceptional candidates, coaching, collaboration and motivation of staff
• Establish and execute realistic action steps and timelines

 
Qualifications:

• Bachelor’s degree/University degree or equivalent experience
• Master’s degree preferred
• 10+ years of experience in a customer experience/contact centre environment
• Operations leadership in a complex, multi-site environment required
• Lean and / or Six Sigma experience preferred
• Financial Services experience preferred
• Demonstrated leadership of large groups of people
• Ability to form and leverage cross-functional relationships to achieve business objectives
• Proven advocate of transformational change and ability to act as a change agent
• Consistently demonstrates clear and concise written and verbal communication
• Demonstrated ability to remain unbiased in a diverse working environment