Essential Banking Director
My financial services client is looking for a customer services guru to be an Essential Banking Director helping transform transactional banking into a customer centric centre of excellence. The role holder will be indirectly managing c.1200 staff to deliver a range of key performance indicators in line with existing strategy, alongside the transformation of the existing customer service capabilities.
The mission is to transform a highly transactional culture into one delivering empathetic customer excellence. You will be relocating an off-shored service centre to the UK and building a fresh team of 200 to create a centre of excellence.
The role will look after service strategy and day to day management of Card Payment Solutions and Digital Services, as well as managing key stakeholder relationships for these utility services. This role is aimed at a self-starter who has significant experience gained in a result driven, customer centric role.
You will have demonstrable experience of stakeholder management and will be a strong relationship builder, having worked closing in teams. You will be a dynamic individual who is able to work at an offshore base for 2 weeks in every 10, and will have a demonstrable amount of skills and experience across stakeholder management.
You will also hold the following experience and qualifications:
• You will have experience in developing and managing third part supplier and outsourcing relationships
• You will hold a proven track record in managing successful quality and performance initiatives and understanding of Contact Centre Specialist and Management behaviour.
• You will be have experience of working in a fast-paced commercial environment
• You will be an expert in all aspects of customer centres
This is a time sensitive role and have scheduled interviews beginning 15th June.
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