Job Description

Job Category: NES Job Group
:
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.
Responsibilities:

• 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 center's efficiency.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Develop and maintain strong relationships with key stakeholders to drive business objectives.

Qualifications:

• Bachelor's 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.
• 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 Required