Customer Service & Operations Function Leader - Director

• Director-level role leading the bank's 24/7 digital chat customer service operations
• Responsible for delivering high-quality, digitally enabled customer experiences at scale
• Plays a critical role in transforming operations through digital solutions and analytics

Key Responsibilities

• Lead and manage end-to-end digital chat operations to meet customer and organisational objectives
• Oversee large, multi-location teams to ensure consistent service delivery and operational excellence
• Drive continuous improvement in customer satisfaction metrics, including net promoter score and first-contact resolution
• Partner with technology and business teams to integrate innovative digital solutions into operations
• Identify performance gaps and implement improvement plans to enhance productivity and service quality
• Optimise capacity planning and resource utilisation to support 24/7 operations
• Reduce operational losses and errors through effective controls and process improvements
• Lead knowledge design, execution, and ongoing support across the domain
• Define performance indicators, establish measurement standards, and deliver meaningful management information
• Develop and maintain training and accreditation frameworks to build sustainable capability
• Monitor KPIs and take corrective action to maintain strong operational performance
• Drive financial targets through efficiency improvements and operational optimisation initiatives

Required Experience

• Proven experience leading large, diverse operational teams across multiple locations
• Strong background in banking, financial services, or consulting environments
• Solid understanding of people processes, workforce management, and operational governance
• Experience driving digital transformation within customer service or operations functions
• Graduate-level education from a recognised institution