Customer Service & Operations Function Leader - Director

• Director-level role leading the bank's 24/7 digital chat customer service operations
• Responsible for delivering high-quality, digitally enabled customer experiences at scale
• Plays a critical role in transforming operations through digital solutions and analytics

Key Responsibilities

• Lead and manage end-to-end digital chat operations to meet customer and organisational objectives
• Oversee large, multi-location teams to ensure consistent service delivery and operational excellence
• Drive continuous improvement in customer satisfaction metrics, including net promoter score and first-contact resolution
• Partner with technology and business teams to integrate innovative digital solutions into operations
• Identify performance gaps and implement improvement plans to enhance productivity and service quality
• Optimise capacity planning and resource utilisation to support 24/7 operations
• Re...