Key Responsibilities

• Lead the overall Inbound Contact Centre operations, managing high-volume customer calls across trading, demat, investments, transactions, account and service-related queries.
• Own customer email servicing and escalation management, ensuring timely, accurate and effective resolution.
• Establish and monitor SLAs, TAT, First Call Resolution (FCR), Average Handling Time (AHT), Service Level, Abandonment, CSAT and NPS.
• Lead the customer escalation and complaint-resolution framework, ensuring timely closure and appropriate stakeholder engagement.
• Drive root-cause analysis of recurring customer issues and partner with relevant functions to eliminate repeat complaints and contacts.
• Establish robust quality monitoring, call audits, coaching and training mechanisms to improve service quality.
• Develop and monitor dashboards covering call volumes, service levels, AHT, FCR, email backlog, TAT, escalations, complaints and customer satisfaction.
• Ensure adherence to applicable regulatory, compliance, risk and customer-protection requirements.
• Manage senior and sensitive customer escalations with appropriate ownership and communication.
• Lead workforce planning, capacity management, forecasting, scheduling and productivity optimisation for the contact centre.

Skills

• Strong leadership experience in large-scale Customer Service / Contact Centre operations, preferably in BFSI, Banking, Broking or FinTech.
• Proven expertise in managing high-volume inbound voice operations and email customer service/escalations.
• Strong understanding of Customer Experience, Contact Centre Management and Service Operations.
• Excellent knowledge of SLA, TAT, FCR, AHT, CSAT, NPS, quality and productivity metrics.
• Strong capability in escalation, complaint and grievance management.
• Strong stakeholder management skills with the ability to work across Technology, Product, Operations, Compliance, Risk and Business teams.
• Excellent communication, influencing and decision-making skills.
• Strong customer-centric mindset with the ability to balance customer experience, risk, compliance and operational efficiency.
• Ability to lead large teams, manage transformation and create a culture of ownership, accountability and continuous improvement.
• Strong understanding of the regulatory and service environment within BFSI / Capital Markets would be an advantage.

Experience : 20 Years and above 

Qualification : MBA