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Tier-1 brand plus metro locations and a visible managerial role create moderate candidate competition.
Requires financial-product servicing and contact-centre operations expertise, reducing cross-industry transferability.
Explicit 8–10 years, mandatory supervisory experience, and financial-products servicing requirement tighten screening criteria.
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Manage a team of 70-100 officers and 6-7 team leaders handling inbound calls for Retail Liabilities.
Responsible for recruitment, retention, and achieving key operational metrics such as quality, call productivity, sales, shrinkage, service level agreements (SLA), average handle time (AHT), and staffing.
Handle escalated customer complaints and coordinate with other teams to resolve issues and improve processes.
Graduate or MBA required.
8 to 10 years of relevant experience in financial product servicing, with at least 1 year managing supervisors and teams.
Excellent verbal and written communication skills.
Willingness to work 24/7 shifts (For females: 7 AM to 8 PM) including Sundays and holidays.
Experienced in managing large contact center teams with a focus on retail financial liability products.
Proven ability to meet or exceed operational benchmarks like SLA, sales targets, and quality standards.
Comfortable handling escalations and cross-team coordination to drive process efficiency and issue resolution.