Director _Contact Center Operations

Job Description

Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success, we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail and supply chain.

We are currently looking for Director _Contact Center Operations (Banking or Financial Services) who has proven track record in IT Industry. This is an exciting opportunity to expand your skill set, achieve job satisfaction and work-life balance. More details as below.

Director _Contact Center Operations (Financial Services)

Work Timings: Early PH hour, Australian Eastern Standard

Work Location: Pasay or Taguig

Work Mode (Hybrid / Onsite): Onsite

Employment Type: Permanent

Department: Customer Center Operations

Reports To: Global Delivery Leader

NON negotiable skills:

• Must have 18+ years of experience as a Director/Head in a Contact Center/Shared Service industry
• Bank Operations (preferably Collections) and Customer Service background must be strong
• Handled at least 300 FTEs
• No employment record of less than 2 years in the past 3 years

Job Summary:

We are seeking a seasoned and strategic leader to oversee the end-to-end operations of our customer service contact center within the financial services domain.

This role is responsible for driving operational excellence, ensuring regulatory compliance, enhancing customer experience, and leading large, diverse teams across multiple channels (voice, chat, email, mobile).

The director will oversee both towers of said account – Collections and Customer Service.

Key Responsibilities:

• Lead and manage high-volume contact center operations, ensuring delivery of exceptional customer service across all channels.

• Develop and implement strategies to improve customer satisfaction, operational efficiency, and employee engagement.

• Drive performance metrics (CSAT, FCR, AHT, SLA, etc.) and ensure alignment with business goals.

• Ensure compliance with all regulatory and risk management requirements in a highly regulated financial environment.

• Collaborate with cross-functional teams (IT, Product, Risk, Compliance) to support digital transformation and process automation.

• Lead workforce planning, training, and development initiatives to build a high-performing team.

• Manage budgets, forecasts, and cost optimization initiatives.

• Serve as a key liaison with senior internal and external stakeholders to support strategic initiatives and continuous improvement.

Required Qualifications & Skills:

• Graduate in any discipline; MBA or equivalent preferred

• 18+ years of experience in contact center leadership, preferably in banking or financial services.

• Proven track record in managing large teams and complex operations.

• Strong leadership and coaching abilities with a focus on performance and customer centricity.

• Deep understanding of CRM systems and omnichannel platforms (voice, chat, email, mobile).

• Proficiency in MS Office (Excel, PowerPoint, Word).

• Strong stakeholder management and communication skills.

Preferred Attributes:

• Experience in managing transitions or setting up new contact center operations

Exposure to digital banking tools and customer experience technologies.

• Certification in Six Sigma, Lean, or similar process improvement methodologies.

WHAT'S ON OFFER

You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression.

To submit your application, please apply online or email your UPDATED CV in Microsoft Word format to - Your interest will be treated with strict confidentiality.

CONSULTANT DETAILS:

Consultant Name : Seema Verma

Avensys Consulting Pte Ltd

EA Licence 12C5759

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