Responsibilities:
Program Execution & Governance
- Translate regional service excellence strategies into structured, multi-country programs with clear milestones, timelines, and measurable outcomes.
- Establish and maintain governance frameworks to monitor progress, manage risks, and ensure accountability across all operations.
Performance Monitoring & Insights
- Track and analyze key service metrics (e.g., NPS, FCR, Complaints, Call Quality) across countries to identify trends, gaps, and improvement opportunities.
- Develop executive dashboards and performance reports to inform strategic decisions and drive data-led improvements.
Cross-Functional Project Leadership
- Lead and coordinate service improvement initiatives involving operations, training, digital, compliance, and customer experience teams.
- Ensure timely delivery of projects with measurable impact on service quality, customer satisfaction, and operational efficiency.
Digital Transformation & Automation
- Partner with IT and digital teams to deploy and scale tools such as Bring Your Own Bot (BYOB) and Generative AI-powered assistants, enhancing productivity and customer experience.
- Identify and implement automation opportunities across customer journeys and service processes to reduce handling time and improve resolution rates, while ensuring compliance with financial industry regulations.
Stakeholder Engagement & Alignment
- Act as a central liaison between regional leadership, country teams, and support functions to ensure strategic alignment and operational consistency.
- Facilitate regular engagement forums, feedback loops, and communication channels to drive collaboration and transparency.
Capability Building & Best Practice Sharing
- Support the design and rollout of training programs focused on service mindset, regulatory compliance, skills, and digital tools.
- Document and disseminate best practices, success stories, and scalable frameworks to uplift service standards across all markets.
