Customer Service Operations & Governance Lead - Virtual Bank

Key Responsibilities

• Establish Governance Frameworks: Design and enforce a robust governance structure for customer service, including standard operating procedures (SOPs),compliance protocols, and risk controls to ensure regulatory adherence and service consistency.
• Drive Process Optimization: Lead end-to-end process re-engineering initiatives to streamline support workflows, reduce friction for both agents and customers, and improve key metrics like First Contact Resolution (FCR) and Average Handling Time (AHT).
• Define Way of Work & Culture: Establish the operational rhythm and culture of the service function, championing continuous improvement methodologies (e.g.,
• Lean, Agile) and ensuring alignment between frontline staff and strategic goals.
• Manage Service Technology & AI Adoption: Own the roadmap for the customer service technology stack (CRM, CCaaS) and drive the integration of AI-powered solutions (e.g., GenAI agent assist, chatbots, automated QA) to enhance efficiency and personalization.
• Performance Monitoring & Quality Assurance: Oversee the Quality Assurance (QA) framework and performance management systems, defining the KPIs and scorecards used to measure success and drive accountability across the service organization.

Job Description

The Customer Service Operations & Governance Lead is a strategic enabler responsible

for the how of the bank's customer service delivery. While the Service Delivery teams

focus on handling customer interactions, this role focuses on building the engine that

powers them.

Reporting to the Head of Customer Service or COO, you will act as the architect of the service function's operational infrastructure. You will be responsible for standardizing processes, mitigating operational risk, selecting and managing technologytools, and instilling a culture of excellence and efficiency.

This role is critical intransforming the contact center from a cost center into a strategic asset that delivers consistent, high-quality, and compliant customer experiences.

Responsibilities:

• Governance & Risk Management:

o Develop and maintain the central repository of Service Standards, Policies,and

Procedures.

o Ensure all customer service activities comply with banking regulations, dataprivacy laws,

and internal risk policies.

o Conduct regular operational audits and risk assessments to identify gaps in controls or

compliance.

• Process Engineering & Continuous Improvement:

o Map complex customer journeys and internal workflows to identify bottlenecks and

inefficiencies.

o Implement continuous improvement frameworks (e.g., Six Sigma, Kaizen) to

systematically eliminate waste and variability in service delivery.o Facilitate cross-

functional workshops with Product, IT, and Compliance to ensure service readiness for

new product launches.

• Tools, Technology & AI Enablement:

o Act as the business owner for the Contact Center technology stack (e.g., Genesys,

Salesforce, Avaya), bridging the gap between business needs and IT delivery.

o Champion the adoption of AI and automation technologies (e.g., Generative AI, sentiment

analysis, predictive routing) to augment agent capabilities and improve self-service rates.

o Oversee Knowledge Management systems, leveraging AI to ensure agents have instant

access to accurate, up-to-date information.

• Operational Rhythm & Change Management:

o Define the Way of Work, including team structures, shift management strategies, and

communication cadences.

o Lead change management initiatives to drive the adoption of new processes or tools

among frontline staff.

o Foster a data-driven culture by establishing transparent reporting mechanisms and

dashboards.

Qualifications and Skills

• Experience: 3+ years of experience in Customer Service Operations, Business
• Process Improvement, or Strategy, preferably within the Banking or Financial Services sector.
• Operational Expertise: Deep understanding of contact center operations, workforce management (WFM), and service delivery models.
• Methodology: Certification or strong practical application of process improvement methodologies such as Lean Six Sigma (Green/Black Belt), Agile, or COPC.
• Tech & AI Savvy: Strong familiarity with modern customer service technologies (e.g., Salesforce Service Cloud, Genesys Cloud) and a demonstrated ability to implement AI solutions (LLMs, chatbots, automated insights) in a service environment.
• Governance Mindset: Experience designing governance frameworks and managing operational risk in a regulated environment.
• Leadership: proven ability to influence cross-functional stakeholders and lead operational teams through transformation.
• Education: Bachelor's degree in Business, Operations Management, or related field. MBA is a plus.