AM/DM – US Banking Customer Service

About the Role

• Act as a strategic partner to the client, leading operations for a US Banking inbound voice process.
• Own end-to-end service delivery with a strong focus on customer experience, compliance, and client satisfaction.
• Drive operational governance, performance excellence, and stakeholder alignment.
• Leverage contact center expertise and the Genesys platform to meet and exceed client expectations.

Job Description

• Senior leadership role managing large-scale inbound voice operations within the US Banking domain.
• Accountable for SLA and KPI delivery, regulatory compliance, and continuous improvement.
• Serve as the primary client interface for communication, governance, and escalations.
• Lead and develop high-performing teams to deliver consistent business outcomes.

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Qualifications

Educational Qualifications

• Graduate degree in any discipline.
• Postgraduate qualification in Management or Operations preferred.

Experience

• 10–12 years of overall experience in contact center operations.
• 6–8 years of managerial experience managing inbound voice processes.
• Hands-on experience in US Banking customer service operations.
• Proven track record in managing contractual SLAs, KPIs, and compliance requirements.

Skills

• Strong client and stakeholder management with effective escalation handling.
• Operational governance across CSAT, AHT, Quality, FCR, and Compliance metrics.
• Expertise in Genesys for call routing, reporting, and performance optimization.
• Workforce management capabilities including forecasting, scheduling, adherence, and shrinkage control.
• People leadership skills encompassing coaching, mentoring, succession planning, and retention strategies.
• Data-driven performance analysis and executive-level reporting.
• Excellent verbal and written communication skills.

Perks and Benefits

• 2-way cab pick-up and drop-off facility for a stress-free commute.
• One complimentary meal provided during the shift.
• Exposure to multiple functional areas, enhancing your professional growth.
• Supportive work environment focused on learning and development.

Training Support

• Comprehensive process-specific training will be provided to help you succeed in your role.