Job Description

The Customer Service Contact Center Delivery Manager oversees the daily operations of the retail bank’s customer care center, to support the delivery of high-quality service across all customer interaction channels. This role involves managing large teams, driving operational excellence, and for compliance with regulatory standards.

The ideal candidate will be a graduate in any discipline with 10–15+ years of experience in people management, process optimization, and transition management within a regulated environment.

Strong analytical and problem-solving skills, proficiency in MS Office (Excel, PowerPoint, Word), and deep experience in banking customer care are essential. The role also demands excellent stakeholder management skills, with the ability to engage and influence senior internal and external stakeholders to support strategic initiatives and continuous improvement efforts.

Mandatory Skills

• Proven experience in managing high-volume contact center operations within the banking or financial services sector
• Strong leadership and coaching abilities with a track record of driving performance and customer satisfaction metrics.
• Familiarity with CRM systems and omnichannel customer service platforms (e.g., voice, chat, email, mobile banking support).

Skills (competencies)