Head - Voice & Virtual Service

Job Description

Head - Voice & Virtual Service-(2300016528)Job:Retail BankingPrimary Location:Africa & Middle East-Pakistan-KarachiSchedule:Full-timeEmployee Status:PermanentPosting Date:05/Sep/2023, 5:16:28 PMUnposting Date:12/Sep/2023, 10:59:00 PMStrategy*?Dissemination of Group strategies, initiatives and standards, and support in implementation at country level?Facilitate process and systems enhancements to improve client and frontline experience, including channel optimization?Work with Client Centre Team to drive Unit?s performance?Responsible to ensure succession planning in place for team especially for critical roles?Proactive and creative approach to problem solving and managing crisis?Relationship building skills and ability to interact effectively across functional and department lines?Develop, co-ordinate and manage strategies to provide Channel capability in country to deliver end-to-end client needs on the channel (differentiated by Segments) and deliver agreed productivity standards and benchmarks?Embed & align with the Client Charter?Responsible for the strategic management, control and administration of the site spanning across finance, human resources, legal & compliance & operations to ensure a robust platform for business delivery?Partner respective business heads to achieve sales and service deliverables?Be part of Business LT, PGC and CORG & GTO and other relevant Forum representing country Client Centre, where requiredMetrics: ?Cost KPIs?Serveice2Sales ? S2S KPIs?First Call Resolution ? FCR?Complaint KRI?Service Level Agreement of Call Handling?Sales performance against country sales budget allocated to Unit?Robust and qualitative growth of Unit across the designated segments while complying with policies of country, group & regulatorTarget Clients:?Retail Banking Segment Inbound ETB service &Sales?Retail Banking Segment Outbound ETB sales with Retail Products needs and potential to increase in relationship value?Retail Banking Segment Inbound NTB sales with potential needs to refer to Acquisition team & Segment RMsBusiness*?Work with the ?Head - Client Centre - PeC & PrB Clients? to drive performance?Work within budget and being innovative towards cost saving initiatives > minimizing costs, reducing buffer and meeting requirement for new migration plans?Participating to ensure that recruitment strategy is effective and delivers to meet required talent needs for performance?Responsible to ensure succession planning in place for team especially for critical roles?Proactive and creative approach to problem solving and managing crisis?Relationship building skills and ability to interact effectively across functional and department lines?Record team?s performance, allowances, mistakes & sessions to develop effective coaching planService Quality Management:?Support the centre in achieving its overall service levels as per Business KPIs?Ensure that the team meets and exceeds the set targets pertaining to products in the unit?Align teams towards achieving First Call Resolution, NPS and CSS targets?Ensure excellent call courtesy, Client experience and best-in-class service delivery to ClientsRevenue, Productivity and Cost:?To provide timely alerts and feedback to senior management on performance?Drive team S2S targets through development and realization of team sales capability

Keyskills :