First VP, Unit Head Service Quality, Onboarding & Training, Contact Center

Job Responsibilities:

· Lead the centerwide strategy for service quality, including NPS, complaint resolution, and escalation handling, ensuring timely and effective responses. Develop and implement quality assurance frameworks, leveraging insights, feedback, and continuous improvement initiatives to uphold service excellence standards.

· Develop and implement quality assurance strategies to uphold service excellence standards, including monitoring Net Promoter Score (NPS), managing customer complaints, and handling escalations effectively.

· Oversee the end-to-end management of customer complaints and escalations, establishing robust tracking and analysis processes. Drive resolution strategies and implement corrective actions to improve customer satisfaction and reduce recurring issues.

· Oversee the full onboarding and training process for new employees, ensuring a structured and seamless transition. Develop comprehensive training programs covering products, processes, and service expectations. Monitor attrition trends, analyze key drivers, and recommend strategies to improve retention and long-term employee engagement.

· Oversee the design and execution of continuous learning initiatives, including skill development, coaching, e-learning, and workshops. Ensure training programs align with business objectives and enhance employee performance, fostering a culture of service excellence.

· Utilize data analytics to track service quality trends, customer feedback, and employee performance metrics. Identify areas for improvement and implement best practices to optimize operational efficiency and the overall customer experience.

· Lead and coach team heads for optimal performance to develop healthy relationships of trust, inspire employees, and create a productive environment that fosters growth and engagement.

· Engage internal and external stakeholders in matters related to complaints involves establishing clear communication objectives, choosing appropriate communication mediums, and monitoring feedback to maintain positive relationships and enhance organizational reputation.

Job Requirements:

· Minimum 10 years of working experience in Service Quality, Complaint management, Onboarding, and Training.

· Strategic business leadership with excellent stakeholder management, interpersonal and analytical skills.

· Background in talent acquisition and onboarding.

· Good knowledge of banking process, products and systems.

· Proficient in Microsoft Office.

· Good command of written and spoken English, with ability to influence and persuade stakeholders.

· Strong customer service mindset with good communication and problem-solving skills to advise and facilitate issue resolution with customers.

· Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.

· High level of accuracy and attention to detail.

· Personal resilience and ability to perform effectively in a pressured environment with a positive “can do” attitude and a positive attitude to change.

· Highly motivated self-starter and ability to work with senior stakeholders.