Deputy Manager – Contact Centre

Deputy Manager – Contact Centre

We are seeking a highly motivated, customer-centric leader to support the effective management of our Contact Centre operations. In this role, you will be responsible for ensuring service excellence, achieving operational KPIs, mentoring staff, and driving continuous process improvements in alignment with the Bank’s strategic objectives, service standards, and compliance requirements.

The Job

• Operational Excellence: Oversee daily Contact Centre operations to ensure the consistent delivery of high-quality customer service.

• Performance Monitoring: Track service levels, productivity, quality scores, and turnaround times to ensure all KPIs and SLAs are met.

• Business Growth: Drive cross-selling campaigns and initiatives that support broader business growth.

• Leadership & Development: Motivate Team Leaders and frontline staff to achieve performance targets; oversee capacity planning, recruitment, and training.

• Compliance & Risk: Ensure strict adherence to internal policies and regulatory guidelines, including FCPR, PDPA, and CBSL.

• Issue Resolution: Manage customer queries, complaints, and escalations, ensuring timely, fair, and professional resolution.

• Innovation: Contribute to process improvements, digital automation initiatives, and service enhancement projects.

• Stakeholder Management: Liaise with IT, Digital Banking, Compliance, Risk, and Branch Operations to ensure seamless service delivery.

• Continuity: Drive operational continuity, risk mitigation, and effective change management.

The Person

• Education: A Bachelor’s Degree in Business Management, Banking & Finance, or a related discipline is highly preferred.

• Experience:

  • A minimum of 6 years in a Contact Centre, Customer Service, or Operations role within the banking or financial services sector.

  • At least 3 years of experience in a supervisory or leadership capacity.

• Technical Expertise: Proven experience managing multi-channel interactions (voice, email, and digital) and familiarity with service quality frameworks.

• Leadership Skills: Strong people management, coaching, and interpersonal skills.

• Problem Solving: Excellent analytical abilities with a proactive approach to resolving complex issues.

• Communication: Highly effective verbal and written communication skills.

  • More details
    Company Name : NDB Bank