Vice President - Voice Operations - Internation Banking (12-20 yrs)

Purpose of the role:

To address customer questions, concerns or requests while maintaining customer service expectations.

Accountabilities:

- Provision of customer service to customer questions, concerns and requests regarding accounts, products, and services in a timely and professional manner.

- Collaboration with teams across the bank to align, promote, and integrate customer care initiatives.

- Management and maintenance of customer records and documentation to ensure accuracy.

- Participation in training and development initiatives to improve customer skills, knowledge, and services.

- Identification of industry trends and developments related to customer service to implement best practice in customer care.

- Execution of escalation requests to the relevant team or senior management as required in a timely manner.

- Execution of customer service activities through various communication channels including chat, email, and phone.

Vice President Expectations:

- Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.

- Manage and mitigate risks through assessment, in support of the control and governance agenda.

- Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.

- Demonstrate comprehensive understanding of the organization functions to contribute to achieving the goals of the business.

- Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.

- Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.

- Adopt and include the outcomes of extensive research in problem solving processes.

Essential skills:

- Should have strong Contact center, Customer support preferably in Voice Channel. Should understand Banking environment

- Should have experience of handling large teams