Minimum qualifications
• Highly adaptable with proven strengths in large Contact Center Management with a global footprint, Process Transformation & Re-Engineering
• Work Force Management & short term / long term capacity planning in relation to annual budget leading large strategic account
• Operational Service Delivery, P&L Ownership, Client Management and expansion in other lines of businesses and geographies
• Strategic Assessment, Solution Design & Commercial Construct, Operational Delivery and Re-engineering for Banking & Financial Service Clients.
• Executive with Contact Center experience of relevant years and Banking & Financial Service industry specific experience of relevant years.
• Oversight of end-to-end Quality, Training & Policy (QTP) strategy and execution for the site(s)
• Setting up and managing a sound governance structure
• Provide recommendations to client for transform existing processes
• Orchestrate cross-functional role within site(s) to aid business metric achievement
Preferred Qualifications:
• Relevant years of experience in quality, learning & change management functions within an operations setting
• Relevant years of people management experience in leading teams
• Lean Six Sigma Certification is a plus
• Experience managing and growing global teams, while keeping pace with changing policies and standards to deliver best class services