Assistant Vice President - Banking Voice Process

Global Serve Solutions

13 - 21 years

20 - 35 Lacs

chennai

Posted:4 hours ago| Platform:

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Skills Required

avp-banking voice process call center operations bpo operations senior manager process management banking bpo voice process banking bpo-voice operations bfsi-banking customer service-banking operations avp sla management operations management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Call 7200550458, 9361349589, 979193200

Job Summary

Assistant Vice President (AVP)

Key Responsibilities

Lead and manage large teams handling
customer service, sales, and retention
in the banking voice process.
Drive
customer satisfaction (CSAT), Net Promoter Score (NPS), and First Call Resolution (FCR)
.
Develop and execute strategies to improve
sales conversions, cross-selling, and upselling
.
Implement effective
customer retention
practices to reduce churn and strengthen loyalty.
Ensure compliance with all
banking regulations and organizational policies
.
Monitor key performance metrics, analyze trends, and provide actionable insights.
Collaborate with senior stakeholders to align process performance with business goals.
Handle high-level escalations while ensuring seamless customer experiences.

Required Skills & Competencies

Excellent leadership, team management, and stakeholder management skills.
Strong communication and interpersonal skills.
Proven track record in
customer service, sales, and retention
within the
banking/BFSI or BPO voice process domain
.
Target-driven with the ability to deliver results under pressure.
Analytical and problem-solving mindset.

Qualifications & Experience

Bachelors / Master’s degree (preferred: MBA or equivalent).
15–20 years of overall experience with at least
8 years in a leadership role
in banking voice process (customer service, sales & retention).

Preferred candidate profile

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