Customer Care Head (Contact Center)

About the Role

As the Customer Care Head under the Contact Center Channel Division, you will be responsible for the overall leadership and management of the Customer Care Department. This includes overseeing the effective handling of escalated customer complaints across the Bank's products and services—such as cards, loans, investments, and its subsidiaries—while ensuring that the team consistently operates within established service standards and agreed turnaround times (TAT) in delivering timely resolutions and customer feedback.

How You’ll Contribute

• Oversees the end-to-end centralized complaints handling process and provides governance on the Bank-wide complaints performance
• Conducts post-review assessments and performs Bank-wide root cause analyses of recurring issues, endorsing identified thematic pain points to the appropriate business units
• Leads and drives the implementation of Kaizen initiatives and other con...