Banking Contact Center Operations (Multinational)
Pillars -
Cairo, EgyptPosted 7 years ago64Applicants for1 open position
- 40Viewed
- 6In Consideration
- 17Not Selected
Job Details
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Job Description
Job Description:
- Ensure teams are adhering to procedures & other regulations as prescribed by their respective processes.
- Monitoring the PLAs and Meet all Timeliness & Quality metrics defined for all processes. Escalate any major deviations to Business which will impact the quality & turnaround time.
- Focus on reducing rework with adequate training to the teams.
- Build & Retain domain expertise within the teams.
- Processes are regularly reviewed to identify improvements, which will enhance operational and financial effectiveness
- Work closely with the Business Partners to identify opportunities for improvements to the process and particularly automation initiatives and strengthening of controls.
- Reduce escalations to the Business wherever possible.
- Implement effective controls in process to ensure all the regulatory requirements are being adhered.
- Focus towards increasing Productivity % across Processes.
- Ensure performance updates/MI reporting etc to the Business at regular intervals or as requested by the Business
- Lead and develop an effective team through communication, performance management, development plans and reward/recognition practices. Cultivate an environment that supports diversity .
- Promote team work and sharing of best practices with the team and across other teams.
- Identify potential areas of development and training needs for team members.
- Contribute to the creation of a supportive work environment driven by people centric values
- Ensure that adequate controls are in place to avoid any errors resulting in operational loss/regulatory breach.
- Do not contribute to High risk and/or Repeat finding during group audits
- Identify any process gaps and work with the Business to close or minimize the same by implementing adequate controls.
- Create/support ongoing training requirements to up skill new hires & existing staff
Job Requirements
- Ability to understand and speak French fluently, write professional letters and reports, and high conversational/ telephone skills
- Knowledge of Contact Center Operations functions is preferred
- Evidence of excellent prioritizing, planning and organizing skills
- Lateral thinker, with ability to manage change and analytical ability to recognize areas of improvement
- Strong leadership skills evidenced by achievement of objectives together with a track record of development of individuals with strong organization and planning skills along with the ability to handle Capacities and reporting.
- Excellent interpersonal skills
- Ability to manage resources to continually improve service and achieve quality targets