Vice President - Software Engineering (7-15 yrs)

Accountabilities :

- Provide customer service support across multiple communication channels, including chat, email, and phone.

- Address and resolve complex customer needs, requests, and inquiries in alignment with customer service standards.

- Collaborate with teams across the bank to streamline and align customer care processes.

- Identify opportunities for improvement and recommend changes to enhance customer care practices; offer feedback and coaching to colleagues based on identified areas.

- Develop and implement customer care procedures and controls to mitigate risks and ensure efficient operations.

- Resolve inquiries related to the bank's products and services, including account balances, transactions, and payments.

- Prepare reports and presentations on customer care performance and share insights with senior internal stakeholders.

- Stay informed on industry trends and best practices to enhance the efficiency and effectiveness of customer care services.

Vice President Expectations :

- Advise key stakeholders, including functional leaders and senior management, on areas of impact and alignment within and across functions.

- Assess and manage risks to support control and governance initiatives.

- Demonstrate leadership and accountability for risk management and control enhancement within your team.

- Apply a deep understanding of the organization's functions to contribute toward business objectives.

- Collaborate across business support areas to stay aligned with ongoing activities and strategies.

- Utilize advanced analytical thinking to compare and select from complex alternatives, defining problems, and developing innovative solutions.

- Incorporate findings from extensive research into problem-solving processes.

- Build and maintain strong relationships with internal and external stakeholders, leveraging influence and negotiation skills to achieve business goals.

Technical Stack :

Exp : 7 - 15 Years

- Java, spring, angular / react

- IAM - ForgeRock OR Ping OR OKTA OR SailPoint