Unit Head Digital Channels and Back Office Ops

1. Team Leadership: Lead, mentor, and develop a high-performing team of channel specialists.
2. Strategy & Planning: Develop and execute strategic plans to enhance the customer experience across all channels, aligning with overall business goals.
3. Operational Excellence: Oversee day-to-day operations, ensuring adherence to service level agreements, quality standards, and regulatory requirements.
4. Channel Optimization: Continuously identify and implement improvements to channel processes, technology, and workflows to enhance efficiency and customer satisfaction.
5. Data Analysis & Reporting: Monitor and analyze key performance indicators (KPIs) to track progress, identify trends, and inform decision-making.
6. Innovation & Technology: Stay abreast of emerging trends and technologies in the digital and assisted channel space and evaluate their potential to enhance the customer experience.
7. Collaboration: Partner with other departments (e.g., marketing, IT, product development) to ensure alignment and deliver consistent omnichannel experience.
8. Leadership & Performance Management: Lead and inspire a team of team leaders to manage daily overall performance, meet monthly service request turnaround times (TATs), and ensure best-in-class service within budget, while developing a strong service culture. 
9. Customer Experience & Process Improvement: Own the end-to-end customer contact process, driving efficiency, reducing complaints, and building strong inter-departmental relationships to resolve customer issues promptly. This includes improving staff productivity, controlling attrition/absenteeism, and strategically enhancing department performance and error rates. 
10. Control Testing & Assurance: Ensure independent and thorough execution of controls self-testing based on approved scripts and sampling methodologies, covering entire review periods. Responsibilities include validating remediation action plans, documenting on-spot rectifications, and escalating unmet timelines with proper approvals.
11. Strategic Leadership & Team Development: This role focuses on leading and developing high-performing teams across all levels, from channel specialists to team leaders. It involves setting strategic plans to enhance the customer experience, fostering a strong service culture, and ensuring operational excellence while staying within budget.
12. Customer Experience & Operational Optimization: The core responsibility is to optimize the end-to-end customer contact process across all channels. This includes identifying and implementing improvements in processes and technology to enhance efficiency, reduce complaints, and boost customer satisfaction, while also managing staff productivity and error rates.
13. Performance Monitoring & Risk Assurance: Key to this position is data-driven decision-making through monitoring and analysing KPIs to track progress and identify trends. Additionally, it involves ensuring robust control testing and assurance, validating remediation plans, and escalating any issues to maintain compliance and mitigate risks.

Minimum qualifications:

• Bachelors

Minimum experience: 

• Over and above 5 years’ managerial experience in Banking sector will be given preference.