Contact Center Operations Director (Bank/Cards LOB)

Job Summary:

We are seeking a seasoned and strategic leader to oversee the end-to-end operations of our customer service contact center within the financial services domain. This role is responsible for driving operational excellence, ensuring regulatory compliance, enhancing customer experience, and leading large, diverse teams across multiple channels (voice, chat, email, mobile).

Key Responsibilities:

• Lead and manage high-volume contact center operations, ensuring delivery of exceptional customer service across all channels.
• Develop and implement strategies to improve customer satisfaction, operational efficiency, and employee engagement.
• Drive performance metrics (CSAT, FCR, AHT, SLA, etc.) and ensure alignment with business goals.
• Ensure compliance with all regulatory and risk management requirements in a highly regulated financial environment.
• Collaborate with cross-functional teams (IT, Product, Risk, Compliance) to support digital transformation and process automation.
• Lead workforce planning, training, and development initiatives to build a high-performing team.
• Manage budgets, forecasts, and cost optimization initiatives.
• Serve as a key liaison with senior internal and external stakeholders to support strategic initiatives and continuous improvement.

Required Qualifications & Skills:

• Graduate in any discipline; MBA or equivalent preferred.
• 18+ years of experience in contact center leadership, preferably in banking or financial services.
• Proven track record in managing large teams and complex operations.
• Experience managing teams of 250-500 people in contact center environments.
• Strong leadership and coaching abilities with a focus on performance and customer-centricity.
• Deep understanding of CRM systems and omnichannel platforms (voice, chat, email, mobile).
• Excellent analytical, problem-solving, and decision-making skills.
• Proficiency in MS Office (Excel, PowerPoint, Word).
• Strong stakeholder management and communication skills.

Preferred Attributes:

• Experience in managing transitions or setting up new contact center operations.
• Exposure to digital banking tools and customer experience technologies.
• Certification in Six Sigma, Lean, or similar process improvement methodologies