SVP, Head of Contact Centre

Responsibilities

Contact Centre Leadership

• Generate insights and recommendations from Contact Centre data to drive changes to improve customer experience
• Be the voice of customers as a critical front-line channel to identify opportunities of improvement within the Contact Centre and with Business Unit partners
• Strategic design to create a future proofed contact centre to provide best in class customer experience and operational efficiency
• Implementation of key improvement and transformation initiatives as required
• Develop objectives for the contact centre’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources including but not limited to people and technology
• Monitor and improve voice and non-voice performance and associated procedures
• Evaluate performance with key performance indicators (KPIs) which include by are not limited to Service Levels, Net Promoter Score, and Complaints
• Ensure early identification and resolution of risks and issues impacting the Contact Centre.
• Embed a robust risk governance culture, strengthening the risk and control environment
• Collect and analyse call-centre statistics (costs, customer service metrics etc.)
• Prepare data led reports and generate key insights for stakeholders and senior leadership decision making
• Maintain responsibility of budgeting and tracking expenses
• Enhance branding of the Contact Centre through participation in industry wide awards

Develop Workforce Talent

• Mentor a team of senior Contact Centre leads in Thailand
• Build and maintain high performing teams
• Hire, coach and provide training to personnel to maintain high customer service standards
• Develop plans to acquire skills and necessary manpower resources for the continuous development of the team
• Develop programmes aimed at upskilling the Contact Centre workforce

Job Requirements

• Bachelor’s Degree in business/finance or equivalent
• Understanding of technology and operational processes on Contact Centre / Digital Service Centre
• Minimum 10 years of experience in banking or relevant industry
• Resourceful team player
• Familiar with change management processes and project management fundamentals
• Strategic forward-thinking approach to challenges with outstanding communications, influencing, negotiating and persuasion skills
• Passionate, diligent and resilient individual with ability to thrive in ambiguity