Director - Services & Sales, Contact Centres

Summary

The Director, Service & Sales leads, owns and drives the formulation and delivery of the business, sales and service strategy and business performance for the Bank’s contact centers, including the digital banking centre(s) with emphasis on increased penetration of internet / telephone banking into the Bank’s customer base, driving / increasing sales, enhancing customer satisfaction, and reducing call drop off. The Director leads day-to-day activities through the development, monitoring and implementation of all related initiatives, provides timely and accurate reporting and metrics to support business initiatives and leads the effort to optimize the use of electronic channels with the aim of maximizing customer service and optimizing cost to serve.

Responsibilities

• • Directs & leads the day-to-day operations of the contact centre and staff towards sustaining and maintaining high levels of customer service and satisfaction, in keeping with the relevant service level agreements and in accordance with the Bank’s procedures, processes, operational risk and auditing standards.

• Leads & drives the identification & establishment of technological tools and systems to gather & track metrics & key performance indicators (KPIs), service level, abandonment rates, total calls reviewed, outbound calls, average wait time, average handle time; digital support:

  • • Live chats, IVR, courtesy call-back and customer satisfaction, in conjunction with stakeholders, to provide timely reporting and tracking of services and support and ensure that SLAs, etc., are achieved
  • • To measure and compare the efficiency of the contact centers against targets
  • • And tracking and reporting of KPIs to exec
• • Identifies, owns & manages centre budgets and resources, including tracking & reporting and provides input to the annual Operations budget development process, resolving / escalating any variances to ensure the financial targets are met and benefits realization is achieved.
• • Identifies, owns & oversees the KPIs for calls, revenue, and sales targets as well as retention volumes to increase customer demand and centre capacity related to digital products and services to drive, manage and achieve digital products, sales and service targets.
• • Drives & champions the dentification, development and implementation of opportunities for simplification, efficiencies, and team performance / engagement to simplify process, enhancing the customer service experience and deliver on strategic initiatives.
• • Sponsors & leads on transformational / change initiatives, in conjunction with key partners / stakeholders, from project scoping to rollout / implementation to ensure there is continuous improvement to the processes and procedures in the centers to enhance operational efficiency effectiveness ratio.
• • Identifies & monitors trends in the regulatory environments effecting contact centers operations and advises the business on potential impacts on the organization / processes to ensure the Bank remains compliant and avoids any associated penalties or fines and damage to reputational risk.
• • Develops & implements competitive strategies for delivery of the Bank’s digital and customer initiatives around increased revenues and customer retention to protect the Bank against any liability or exposures and to positively support the Bank’s overall revenue streams

Qualifications

• • 10 years plus experience in a large operations environment, preferably within the financial services industry in a senior leadership role.
• • 8 to 10 years’ experience with leading and managing in a contact centre environment across multiple countries. / Locations
• • Proven and successful experience managing stakeholder and partner relationships, with ability to influence peers and managers to re-focus business plans.
• • Proven ability to manage, lead and motivate distributed teams.
• • In depth experience in identifying sales targets and sales management and the achievement of these.
• • Experience and knowledge with the sale of digital products and the suite of digital products available
• • Good understanding and Knowledge of retention techniques of clients in the financial industry
• • Experience with the interpretation of financial statements.
• • Strategy development and execution in a Contact centre environment.
• • Successfully managed significant change projects.
• • Thorough & current knowledge of operational risk management policies, compliance and fraud prevention controls and internal and external audit requirements related to Contact centre and banking operations.
• • Well-developed understanding of the bank’s products, business processes and operational procedures of the different banking channels.
• • In-depth understanding of technical support systems within a Contact centre
• • Ability to speak a second language would be an asset., e.g. Spanish, French.
• • Masters in a banking or business-related field
• • ITIL Certification and/or Knowledge of ITL process /methodology
• • Agile certification and / or knowledge of agile process / methodology.

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