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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
Qualifications
- Minimum 5 years of experience in financial services, including at least 2–3 years in client services, contact centres, wealth management, investment, or banking environments.
- Contact centre leadership experience is required, including strong knowledge of workforce management, quality assurance, performance coaching, and knowledge management.
- College graduate (Bachelor's degree in Finance, Economics, Business Administration, or a relevant discipline is preferred).
- Experience in service delivery management, with a proven track record of meeting performance targets and managing KPIs and SLAs.
- Demonstrated ability to work with raw data sets to develop tracking and reporting frameworks, with expert-level Microsoft Excel skills.
- Hands-on experience working with delivery partners to implement and configure Salesforce or similar platforms, ensuring business requirements are met and user experience is optimiz...