Contact Center Operations - Leader

Job Description

Job Title: Head Customer Operations (Banking – Contact Centre Transformation) Location: Bangalore/Chennai Client: MNC Experience: 10+ years (Minimum 5 years in a leadership role in UK/US banking operations) Job Description: We are looking for an experienced Head of Customer Operations to lead the transformation and optimization of customer service delivery for a mid-sized retail or corporate bank. The ideal candidate will have extensive leadership experience in banking operations, particularly in the UK or US, and a proven track record of modernizing customer interaction channels and implementing cutting-edge technologies, including Generative AI. Key Responsibilities: Lead and manage end-to-end customer operations for a mid-sized bank, with a strategic focus on both retail and corporate banking segments. Oversee the transition from traditional call centres to modern inbound contact centres , ensuring a seamless customer experience across multiple channels. Drive operational excellence by enhancing and upgrading existing banking systems and customer-facing technologies. Lead and implement process improvements, workflow automation , and technology adoption to improve contact centre efficiency and effectiveness. Collaborate with cross-functional teams to identify opportunities for AI-driven enhancements in customer service operations. Apply Generative AI use cases within the contact centre to improve response time, quality of service, and operational insights. Ensure compliance with local banking regulations and service level agreements while maintaining high standards of customer satisfaction. Required Experience & Skills: Minimum 5 years of experience as Head or Manager of Customer Operations in a retail or corporate bank in the UK or US . Proven experience in upgrading banking customer service models from call centre to contact centre frameworks. Deep understanding of banking operations systems and prior involvement in system enhancements and change management . Hands-on experience in process automation, workflow optimization , and customer operations re-engineering. Solid understanding of Generative AI concepts and potential AI use cases in contact centre environments. Strong communication, stakeholder management, and leadership skills. Interested candidates can share their CVs to [devaraj@trinityconsulting.asia]