Vice President - Customer Support Operations - International Banking (10-30 yrs)

Vice president - International Banking

Key Responsibilities:

- Lead and manage the entire contact center and customer support operations for the bank.

- Supervise a team of 300+ customer support agents, ensuring high performance and customer satisfaction.

- Oversee early morning shift operations and ensure seamless service delivery during all shifts.

- Develop and implement strategies to enhance team productivity, efficiency, and customer service quality.

- Drive continuous improvements in service delivery, customer support processes, and employee engagement.

- Foster a positive, high-performance culture within the team through effective leadership, mentoring, and motivation.

- Collaborate with cross-functional teams to align support processes with overall business goals.

- Set, monitor, and achieve key performance indicators (KPIs) for customer service quality, team performance, and operational efficiency.

- Handle escalations, ensuring timely resolution of complex customer issues or complaints.

- Maintain a strong focus on customer experience, ensuring the delivery of consistent, high-quality service.

Ideal Candidate Profile:

- Proven leadership experience in managing large-scale contact centers, preferably within the banking or financial services sector.

- Strong experience in managing teams of 200+ members and handling early morning shift operations.

- Demonstrated ability to lead, motivate, and inspire teams to achieve performance excellence in a dynamic environment.

- Strong understanding of customer service best practices, KPIs, and performance metrics.

- Excellent communication, interpersonal, and problem-solving skills.

- Ability to build and sustain positive relationships with key stakeholders and senior management.

- Experience in implementing process improvements, driving change, and fostering a customer-centric culture.

- A passion for continuous learning and adapting to new challenges in a fast-evolving industry