Role and Key Responsibilities:

• Work on Customer experience, CVA, People Management, Attrition and Hygiene
• Client engagement & Client Value add projects
• Cost reduction through efficiency
• Manage a delivery group of Team leaders & executives supporting a client / group of clients in Voice/Non-Voice operations
• Being the Compliance and Integrity role model for the team
• Being a strong advocate and brand ambassador of CNX & its policies
• Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
• Establish & Manage Relationships / Engagement with the Clients
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short-term financial goals
• Selecting, training, developing, and managing performance of direct reports and their associates- including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, Client scorecard, Metrics management reports)
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance standards
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

Key skills and knowledge:

• Strong Banking Domain knowledge and expertise in Insurance and Retail Banking.
• Strong Interpersonal Skills and the ability to interact effectively with stakeholders.
• Flexible, adaptable, and demonstrate teamwork skills.
• Flexible working in a 24/7 shift environment
• Result orientation, Process Oriented, Ability to handle stress and ability to motivate the team
• Strong analytical and reasoning skills
• Ability to learn quickly
• Ability to prioritize, meet deadlines, deliver stretch assignments
• Proficient in MS Office. Good knowledge of Power point and Excel (including formulas and functions, pivot tables).
• Strong organizational skills, able to multitask effectively
• Working knowledge of budgeting, cost estimating, capacity utilization
• Knowledge of Organizational structure, workflow, and operating procedures
• Leadership, Analytical, people management and Presentation skills
• Previous Automotive experience - highly desirable
• Should be an expert in managing delivery
• Demonstrated ability to coach and develop action plans, which maximize performance, provide effective feedback
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent oral and written communication skills. Ability to effectively present information to internal and external associates

Mandatory :

• Minimum 3 years of International Banking Experience, preferably UK geo
• Overall, 10 years of relevant contact center experience

Educational Qualification:

 - Graduate