Banking and financial services industry background
Shared service environment experience
The role involves leading a Circle of Contact Center Professionals to deliver operational excellence for Retail Banking activities globally
Job Summary
The role involves leading a Circle of Contact Center Professionals to deliver operational excellence for Retail Banking activities globally.
Candidates must drive change by implementing flexible workforce arrangements and fostering a customer-centric culture within the organization.
The position requires managing complex escalations, anticipating attrition, and advising strategic management on solutions in a fast-paced shared service environment.
Matching Summary
The role involves leading a Circle of Contact Center Professionals to deliver operational excellence for Retail Banking activities globally.
Skills & Requirements
Must-have
5+ years Contact Center management experience
Banking and Financial Services industry background
Shared Service environment experience
Workforce management and capacity planning
Agile Way of Working methodology
Microsoft Applications proficiency
Nice-to-have
Customer Centricity culture development
Data-driven performance improvement mindset
Inclusive Orange Behavior culture advocacy
Cross-cultural collaboration skills
Risk awareness and mitigation capabilities
Key Requirements
College graduate degree required
Proficient in spoken and written English
Experience with real-time customer contact systems
Insight into capacity management processes
Training, coaching, or project management experience