Director-Retail banking(CX)-Mumbai

We are seeking an accomplished and strategic leader to join our team– Operations to manage our International Banking Voice Services. This role will be responsible for leading large-scale, multi-site banking customer service and servicing operations supporting global banking and financial services client. The incumbent will drive operational excellence, customer experience (NPS/CSAT), regulatory compliance, profitability, digital transformation, and business growth while ensuring superior service delivery across diverse banking portfolio. The role carries full P&L responsibility and requires a proven leader capable of managing large, complex operations, driving customer-centric outcomes, and building strong relationships with senior client stakeholders across the banking and financial services sector

Leadership & Strategy: Develop and implement strategic plans in alignment with client Imperatives, market study and benchmarking, to enhance service quality and customer satisfaction. 

Intelligence and Direction: Market research capabilities and analytical approach to business. Create and  execute Annual Strategy of the program and giving direction to operations and support functions. 

Go to market and impact assessment. Collaborate with Accounts teams across geographies to support  and drive business expansion. Identify organic and inorganic opportunities of growth. Lead seamless  business transitions and pilots.

Innovation & Value Addition: Competency building and continuous improvement initiatives using  GenAI  led transformation and other value-added efforts in partnership with the client. Advancing client’s  agenda of ‘AI first’ through increasing the usage and adoption of client tools and technology within the program

Operational Excellence: Lead operational improvements across the business vertical, optimize resource allocation, and track progress against defined business goals. Take proactive measures to consistently exceed client expectations to be the topmost delivery partner for the client across all the region.

P&L Ownership: Manage the P&L for business operations, including the development and execution of strategic plans to drive profitability and growth.

Team Management: Oversee a large, high-performing team. Enhance organizational efficiency, build scalable processes and infrastructure, and align delivery capabilities with pipeline demand. Provide vision and leadership with a data-driven approach.

Client Satisfaction: Act as the ‘Voice of the Customer’ by building strong client relationships and ensuring high levels of satisfaction.

Best Practices: Develop, share, and implement best practices across service offerings and domains. Compliance: Ensure full compliance with client-specific regulatory requirements and internal standards.