Business Manager - Contact Center Operations & Customer Experience

Role Purpose

The role will be responsible for managing the Bank's customer service partners and driving operational performance, customer experience, complaint governance, and service excellence across contact center operations. The incumbent will act as the key interface between the Bank and outsourcing partners, ensuring delivery of agreed business outcomes, customer experience metrics, regulatory compliance, and operational efficiency.

Key Responsibilities

Contact Center Partner Management

• Act as the primary SPOC for outsourced contact center operations.
• Drive partner performance across key service, quality, productivity, and customer experience metrics.
• Conduct governance reviews and performance discussions with partner leadership teams.
• Monitor SLA adherence and ensure delivery against agreed contractual commitments.
• Identify performance gaps and drive corrective action plans with partners.

Operations Governance & Performance Management

• Track and manage key operational metrics.
• Present business performance reviews to senior leadership.
• Drive operational excellence initiatives across partner locations.

Escalation & Complaint Management

• Manage customer escalations.
• Drive RCA for high-impact complaints and recurring customer issues.
• Ensure timely closure of executive, nodal, RBI, and grievance escalations.
• Partner with internal and external stakeholders to implement permanent fixes.

Process Improvement & Customer Experience

• Identify customer pain points and process inefficiencies.
• Drive process improvement and automation initiatives to reduce customer effort.
• Partner with Product, Risk, Compliance, Operations, and Technology teams to implement enhancements.
• Support self-service and digital transformation initiatives.

Stakeholder Management

• Collaborate with Product, Risk, Compliance, Technology, Operations, and Vendor teams.
• Manage senior stakeholder expectations through structured governance and reporting.
• Drive cross-functional alignment to deliver customer and business outcomes.

Desired Skills

Functional Skills

• Contact Center Operations
• Vendor / Partner Management
• Escalation Management
• Complaint & Grievance Handling
• Customer Experience Management
• Root Cause Analysis (RCA)
• Process Improvement
• Operations Governance

Analytical Skills

• Excel
• Strong analytical and problem-solving skills
• Data interpretation and storytelling

Behavioral Competencies

• Strong stakeholder management
• Excellent communication and presentation skills
• Ownership and execution focus
• Structured thinking
• Ability to influence internal and external stakeholders
• Problem-solving and decision-making capability

Preferred Experience

• 7-10 years of experience in Contact Center Operations, Customer Experience, Vendor Management, Business Analytics, or Operations Governance.
• Experience managing BPO/outsourced call center partners.
• BFSI, Payments, FinTech, Telecom, or Customer Service domain preferred.
• Exposure to regulatory complaint management and customer grievance handling will be an advantage.

Ideal Candidate

A strong operations and business management professional capable of managing outsourced contact center partners, driving performance through analytics and governance, handling escalations effectively, and leading process improvement initiatives to deliver superior customer experience and business outcomes