Site Head-Customer Contact Centre

Job Requirements

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. You will collaborate closely with business leaders, product heads, and compliance teams to ensure consistent service delivery, regulatory adherence, and exceptional customer experience.

Key Responsibilities

Primary Responsibilities

- Develop and execute a comprehensive Customer Experience (CX) strategy for the Contact Centre, encompassing service delivery, compliance, employee engagement, and competitive benchmarking.
- 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.
- Establish a profitable Customer Lifecycle Management model to increase product holding, transaction velocity, and relationship value.
- Ensure SLA adherence for inbound Contact Centre operations in alignment with business expectations.

Secondary Responsibilities

- Strong leadership and team management capabilities.
- Advanced customer service and problem-solving skills.
- Excellent verbal and written communication.
- Proficiency in MS Excel, CRM platforms, and performance tracking tools .
- Ability to manage escalations with empathy and strategic thinking.
- Organisational and time-management skills.
- Ability to influence cross-functional teams and drive resolution.

What We Are Looking For

Education

- Graduation: Any discipline
- Post-graduation: MBA or equivalent preferred

Experience

- Extensive experience in managing large-scale contact centre operations, preferably in banking or financial services

Skills and Attributes

- Strong leadership and team-building capabilities
- Strategic thinking with a customer-first mindset
- Proven ability to manage cross-functional collaboration and stakeholder engagement
- Expertise in service quality, compliance, and operational excellence
- Excellent communication, analytical, and decision-making skills
- Ability to attract, retain, and develop top talent

Key Success Metrics

- Operational Efficiency
- SLA Compliance
- Service Quality Benchmarks
- Net Promoter Score (NPS)
- Customer Satisfaction Score (CSAT)
- Employee Retention and Engagement