Associate Vice President, Manager- Conversational Banking

What You’ll Be Doing:

• Oversee daily operations of Virtual/Chat teams across channels like chat, email, and other digital platforms.
• Execute strategic goals for the Contact Centre, including training, coaching, resource planning, and KPI/SLA delivery.
• Drive team engagement through floor events, huddles, and morale-boosting activities.
• Lead development and coaching of Team Leaders, Assistant Managers, and Agents with operational discipline.
• Manage initiatives and enhancements across CRM, Chatbot, and virtual banking processes.
• Monitor performance metrics such as chat efficiency, conversion rates, staffing utilization, and employee engagement.
• Plan and optimize staffing through forecasting and analysis of historical call/chat trends.
• Ensure service quality through consistent coaching, monitoring, and customer experience standards.
• Contribute to business projects by enhancing systems and supporting customer journey improvements.
• Benchmark service delivery against market standards to improve engagement and reduce customer effort.
• Analyze customer contact trends to drive continuous improvement in service delivery.
• Support strategic goals, compliance, business continuity, and transformation plan while aligning operations with policy and performance standards.

What We’re Looking For:

• Education: Any relevant bachelor’s degree 
• Experience: 6 years and more experience in managing operations at a medium sized contact center set-up with multicultural awareness within Banking/financial industry
• Industry Exposure: Experience in banking or financial services

What You Should Have:

• Proven ability to manage contact center operations with a strong focus on achieving Key Performance Indicators (KPIs) and maintaining service level agreements.
• Deep commitment to customer satisfaction, with strong interpersonal skills to build and manage relationships across internal and external stakeholders.
• Demonstrated success in motivating teams, managing performance, and driving employee engagement and development, including collaboration with Quality Assurance functions.
• Strong accountability in leading initiatives, implementing new processes, and contributing to cross-functional projects that enhance service delivery.
• Excellent written and verbal communication skills, with the ability to influence, inspire, and align teams and stakeholders toward common goals.
• Experience with banking contact center environments and familiarity with CRM platforms and customer engagement systems to optimize service workflows.
• Adaptable to change and capable of leading teams effectively in dynamic, high-pressure environments.

What’s In It For You:

• Pay for performance culture (Competitive and performance-linked compensation)
• Provision of medical care plan for your family and you
• Comprehensive Life insurance plan
• Diverse workforce and inclusive culture
• Career development and growth opportunities by design
• Work with the best minds in the field
• Get opportunities to bring your whole-self to the organization and perform to your best