Manager, Contact Center Business Support & Operations

DESCRIPTION

Job Purpose:

The job holder is responsible for providing strategic support and direction
with respect to new initiatives, quality assurance, driving revenue generation
opportunities, managing Call Centre Operations and drive operational
excellence across all retail and commercial products for the bank. It includes
development and maintenance of efficient processes for business and service
enhancement driven by system based solutions which are delivered by well
trained staff. Providing the required structure for efficient functioning of
fulfillment team, follow-up team, web chat and phone banking team.

Principal Accountabilities:

Strategy Implementation 
To develop quality assurance, training and process and control and implement
the approved structure to achieve the metrics

To build the quality and control targets and the measurement tools required to
ensure they are achieved down to the individual staff level

To develop the required Quality Assurance (call, transaction and process) MIS
for all units under Contact Center.

To build and feed into the recruitment and staff development process of all
units in Contact Center to ensure that right resources are being recruited ,
effective training deployed and staff groomed for increased /changes in
responsibilities

Work with the Head of Contact Center to develop and implement a control
strategy that drives improved risk governance

Develop and Implement Quality and Key Control metrics

Identification and implementation of Key measurements for call, transaction,
and operational risk items

Implementation of the framework of measurement of performance of these metrics
working with various teams owners to define and roll-out the unit specific
metrics

Providing intelligence and support to Contact Center. Arrange monthly front
office back office meetings, Service Quality Forums, Audit reviews etc.

Work with relevant stakeholders to create awareness amongst the Contact Center
Leadership team on the performance of Key Indicators of various interactions
and processes that impact customer 's experience and propose measures to
improve their performance.

Where required, provide support and cross check the performance rating given
on KPIs for each unit

Responsible for Contact Center Readiness for New Product and Service launch

Represent Contact Center in all new product, process and service launches

Work with Business, Product Heads and cross functional stakeholders across the
bank to define processes, system requirements and SLAs for new products and
services to ensure readiness of Contact Center

Develop metrics, training material, control guidelines to measure performance

Enhance processes for defining, monitoring and reporting service performance
against service level agreements (SLAs) metrics and other related targets.

Perform Competition scan on service metrics and customer experience for
benchmarking against the best in class.

Revenue Generation

Provides insight into revenue generation opportunities and how to transform
the unit into a profit Centre.

Structure the performance management of contact Centre fulfillment team to
ensure high conversion of leads.

Provide management with recommendations that will drive increased sales and
productivity

Perform analysis on key revenue generation metrics and recommend action

Collaborate with product owners to identify and implement enhancements to
increase sales from contact Centre