Director - Retail banking (CX)

Role: US Retail banking(CX)

Job Description:

• 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.

Experience : -

• 16+ years of experience in International Banking, Financial Services, Contact Center Operations, with substantial exposure to voice-based customer servicing environments.
• Understanding of FCC (Financial Crime & Compliance) as added advantage.
• Proven leadership experience managing 1000+ FTEs across large-scale, complex, and geographically diverse operations.
• Strong understanding of Retail Banking, Consumer Banking, Credit Cards, Lending, Fraud Operations, Customer Servicing, Disputes, Collections, and Financial Services processes.
• Demonstrated success in improving NPS, CSAT, FCR, Quality, Productivity, Employee Engagement, and Financial Metrics.
• Proven track record of managing senior banking client relationships and delivering large-scale transformation programs.
• Strong experience in P&L ownership, workforce optimization, operational governance, and business growth.
• Working knowledge of banking regulations, risk controls, compliance frameworks, AML/KYC, and customer data protection requirements.
• Excellent stakeholder management, executive communication, and influencing skills.

Education:

• MBA or Postgraduate degree preferred