Senior Manager

Customer Service Direct

Impact and Contributions:

Lead the end-to-end performance of a CSD operations portfolio by creating exceptional teams, delivering customer excellence, leading as an owner, and remaining curious and humble. Balance service, people, productivity and risk outcomes while building capability for future ways of working.

Roles & Responsibilities:•

• Substantial experience leading customer service, contact centre, banking or regulated operations through multiple frontline leaders.
• Demonstrated ability to manage customer, service, productivity, quality, people and risk outcomes.
• Strong people's leadership, including coaching leaders, performance management, talent development, and succession planning.
• Experience working with operational controls, incidents, complaints, vulnerable customer obligations and procedure adherence.
• Ability to interpret performance data, identify root causes, and convert insights into clear actions and measurable improvements.
• Proven stakeholder management and influencing skills across business, risk, product, technology and geographically dispersed teams.
• Experience leading change, including process improvement, new technology adoption and capability uplift.
• Clear executive communication, sound judgement, and confidence operating in a fast-paced, highly regulated environment.
• Flexibility to support a 24/7 operational environment and participate in critical incident responses when required.
• Compliance with all employment, screening, training, risk and regulatory requirements relevant to the role.

Essential Skills:

• Prior domain experience is must (12-16 years).
• Experience across one or more CSD lines of business, including Direct Banking, Direct Lending or Collection of financial services experience.
• Knowledge of digital messaging operations, workforce planning and AI-enabled customer service tools will be added advantage.
• Experience working across India and Australia stakeholder groups will be added advantage.
• Formal qualification in business, operations, banking, risk or related discipline. Role & responsibilities

Preferred candidate profile