Job Description
Job Description: Delivery Head – Banking Domain (Call Center)
Position Summary
The Delivery Head is responsible for leading and managing service delivery operations within the banking domain of our call center (BPS) This role ensures that customer interactions meet regulatory standards, service-level agreements, and organizational objectives. The Delivery Head provides strategic direction, operational oversight, and leadership to ensure excellence in customer service delivery.
Key Responsibilities
- Operational Management
- Direct and oversee daily call center operations for banking services.
- Ensure achievement of SLAs, KPIs, and compliance requirements.
- Monitor performance metrics and implement corrective actions where necessary.
- Client & Stakeholder Engagement
- Act as the primary liaison with banking clients and internal stakeholders.
- Translate clien...