Site Head-Customer Contact Centre

About the role

As the Site Head – Customer Contact Centre, you will be responsible for leading the strategic and operational management of the Contact Centre at your assigned site—Mumbai, Hyderabad, or Noida. This role involves building large, high-performing teams, implementing scalable systems and processes, and fostering a customer-first culture.

What you'll do

• Develop and execute a comprehensive Customer Experience (CX) strategy for the Contact Centre, encompassing service delivery, compliance, employee engagement
• Define and enforce a clear Service Charter across all servicing channels to ensure consistent and high-quality customer interactions
• Design robust, compliant processes for all products and customer touchpoints within the Contact Centre
• Build a centralised Process Repository and reengineer customer journeys in collaboration with business and transformation teams to enhance customer value
• Drive efficient operations across inbound and digital channels for the Retail Bank Contact Centre

What you need

• CRM
• Customer service
• Escalation handling
• Communication
• Employee engagement
• MBA