Job Description
ASSOCIATE MANAGER CONTACT CENTRE OPERATIONS
We are seeking a highly motivated and customer focused candidate to execute Contact Centre strategies and achieve set objectives by managing overall Contact Centre operations, ensuring business continuity, reviewing processes to mitigate risks, managing capacity planning and recruitment, and controlling overall Contact Centre overheads.
THE JOB
- Assure exceptional customer experience across all Contact Centre channels and collaborate with cross-functional teams to implement customer-centric initiatives
- Conduct Contact Centre surveys and address service gaps
- Assure key performance indicators are achieved to maintain service quality
- Ensure all requests referred to the Contact Centre are resolved within SLAs
- Assist in developing and executing cross-selling campaigns in collaboration with business lines and assure cross-selling campaigns are effectively managed and targets are achieved
- Track Contact Centre leads and assure lead closure by the business
- Identify opportunities for cost optimization and process improvement
- Ensure highest level of compliance in terms of process and procedures
- Monitor internal controls to achieve satisfactory rating on audit reviews
- Assess training and development needs based on Contact Centre performance and escalate requirements to stakeholders
- Drive reward and recognition programmes to promote sales and service excellence
THE PERSON
- Possess Bachelor's Degree in Business Management, Banking & Finance, Management, or a related discipline will be an added advantage
- Possess minimum 5 years’ experience in a Contact Centre, Customer Service or Operations role within the banking or financial services sector
- Experience managing multi-channel customer interactions (voice, email, digital)
- Exposure to regulatory compliance, complaint handling, and service quality frameworks
- Strong leadership, people management, and coaching skills
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving skills
The position is at Associate Manager Level. Please login to https://www.ndbbank.com/careers to apply on or before 26th August 2026.
We will correspond only with the shortlisted applicants
We are an equal opportunity Employer
