Senior Leader of Contact Center Operation (Financial Services)

Key Responsibilities

• Oversee high-volume contact center operations for banking and financial services, ensuring consistent service delivery across voice, chat, email, and mobile.
• Lead strategies that enhance customer satisfaction, operational efficiency, and employee engagement.
• Manage key metrics (CSAT, FCR, AHT, SLA) to align with business objectives.
• Ensure full compliance with banking regulations, risk management requirements, and internal policies.
• Drive workforce planning, capability building, and performance management for large, diverse teams.
• Collaborate with technology, product, risk, and compliance teams to advance digital transformation and automation initiatives.
• Manage budgets, forecasts, and cost optimization efforts.
• Represent operations in discussions with senior stakeholders to support strategic initiatives.

Qualification & Requirements

• At least 18 years of leadership experience as a Director or Head in contact center or shared services operations.
• Strong background in bank operations (preferably collections) and customer service.
• Experience managing teams of 300+ FTEs.
• Stable employment history (no role under 2 years in the past 3 years).
• Strong leadership, coaching, and stakeholder management skills.
• Deep understanding of CRM systems and omnichannel platforms.
• Excellent analytical, problem-solving, and decision-making abilities.
• Proficient in MS Office applications.

Preferred Attributes

• Experience in transitions, start-ups, or scaling new contact center operations.
• Familiarity with digital banking tools and customer experience technologies.
• Six Sigma, Lean, or similar process improvement certification.

Benefits

• Health insurance
• Life insurance
• On-site parking
• Opportunities for promotion
• Paid training
• Promotion to permanent employee