VP Team Lead Contact Centre Consumer Banking Technology

Business FunctionTechnology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels. Job Purpose To enhance the customer experience for retail banking customers by delivering a proactive servicing model using data continuously to analyze customer feedback & drive product enhancements to improve the customer journeys. Key Accountabilities:Your workday might look like this: Enhance the customer experience using data science & proactive service interventionsDeep dive of various data points to deliver a proactive & predictive servicing modelAnalyze demand failure and enhance customer journey across productsManage the Training & Quality teams to ensure quality of Operational service delivery teams are continuously improvingDrive the AI Driven chatbot learning & knowledge managementDrive the customer satisfaction survey to improve the CSAT scoresJob Duties & responsibilities: We are looking for a results-driven professional who has To define and have end to end process across all retail banking customer journeysPerform continuous Demand management analysis across customer journey to review the customer behavior on various demand failure and proactively identify the gaps across customer personas to fulfill the needs.Managing the Chatbot Learning & knowledge management teamTo ensure that team managing Social-Media, Customer Interface, Complaint Management, Customer Journey are trained adequately and reputational risks are managed adequately. Manage the Training & Quality Teams to deliver a superior Customer Satisfaction scoresExperience 12 - 15 years of experience in customer experience & Contact Center Operations Education / Preferred Qualifications Bachelor's Degree from a recognised University and MBA in analytics domain would be an added advantage.Core Competencies Excellent interpersonal and effective communication skills.Excellent analytical and presentation skillsTo be part of team & effective team player.Eye for detail & hands on approach Technical Competencies Knowledge of Reputational Risk Management & banking Guidelines.Black Belt in Six- Sigma or any other equivalent certificationsProject Management Skills would be an added advantageExposure to SQL, Python to drive Data Analytics team will be an advantageWork Relationship Direct reporting to Head of Contact Center OperationsWorking relationship within Customer Experience, Marketing Team, Legal & Compliance Team and various departments in SingaporeIndia-Tamil Nadu-Chennai