Customer Support

• Build and lead customer service operations, including channel strategy, staffing models, and escalation paths.
• Manage blended workforce of insourced agents and outsourced partners, establishing SLAs and performance expectations.
• Implement operational policies and procedures aligned with banking compliance requirements.
• Develop training programs to ensure agent readiness and compliance with banking regulations.
• Create a robust QA framework for consistent service quality across teams.
• Champion AI-powered tools for enhanced customer self-service experiences.
• Own customer service reporting suite and drive continuous improvement through analytics.

ACN

Customer Service Manager – Banking