Head of Contact Centre – VP

About the role

The organization seeks a senior leader to oversee a multi‑channel contact centre serving banking customers. This VP‑level position will manage both in‑house and outsourced operations while driving performance, quality, and digital transformation.

Key responsibilities

• Oversee voice, video, chat, email and social media channels, ensuring SLA and KPI compliance.
• Manage outsourced partner handling 10,000+ monthly interactions and maintain service levels (80/20) and quality scores (90%+).
• Lead monthly business reviews, quarterly strategic planning and budget optimisation.
• Implement workforce management, QA frameworks and continuous improvement initiatives.
• Partner with Digital Banking team on self‑service, automation and omnichannel adoption.

Required profile

• Bachelor’s degree (contact‑centre certifications such as COPC or CIAC are a plus).
• 8‑10 years progressive contact‑centre management experience, including 5+ years managing outsourced providers.
• Proven track record in banking or financial services with experience in digital transformation.
• Strong vendor relationship, strategic planning, stakeholder management and change‑management skills.

Required skills

• Experience with ACD/IVR systems.
• Workforce Management (WFM) platforms.
• Quality monitoring tools.
• CRM systems and performance analytics.