About the role
AI summarisedExecutive Director role leading contact centre transformation initiatives at a global bank or consulting firm. Responsible for defining strategy, driving digital change, and managing large-scale programs to enhance customer experience and operational efficiency.
BusinessFull-timeGeneral
Key Responsibilities
- Define and execute the contact centre transformation strategy aligned with business objectives
- Lead large-scale digital transformation programs including AI, automation, and omnichannel solutions
- Drive operational excellence through process reengineering and performance optimization
- Manage stakeholder relationships across business, technology, and operations
- Oversee vendor selection, partnerships, and technology implementation
- Develop and mentor a high-performing team of transformation professionals
- Establish governance frameworks and track program milestones and KPIs
- Champion change management and adoption of new tools and processes
Requirements
- 15+ years of experience in contact centre operations, transformation, or consulting
- Proven track record of leading large-scale transformation programs in financial services
- Deep understanding of contact centre technologies (IVR, CRM, WFO, analytics)
- Strong strategic thinking and problem-solving skills
- Excellent executive communication and stakeholder management abilities
- Experience with agile and project management methodologies
- Bachelor's degree in Business, Finance, Engineering or related field; MBA preferred
- Ability to travel occasionally as needed