Business Manager - Contact Center Operations & Customer Experience

Airtel Payments Bank; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Airtel Payments Bank is seeking a leader to manage the Bank's outsourced contact center partners and drive operational performance, customer experience, and complaint governance across contact center operations.

The role interfaces with internal teams and outsourcing partners to ensure regulatory compliance, service excellence, and operational efficiency while driving improvements in customer journeys and digital transformation initiatives.

Qualifications

• 5-10 years of experience in contact center operations, customer experience, vendor management, or governance.
• Experience managing BPO/outsourced call center partners.
• BFSI, Payments, FinTech, Telecom, or customer service domain preferred.

Responsibilities

• Manage outsourced contact center operations as the primary SPOC with partner leadership.
• Drive partner performance across service, quality, productivity and customer experience metrics.
• Conduct governance reviews and performance discussions with partner leadership teams; monitor SLA adherence.
• Identify performance gaps and drive corrective action plans with partners; ensure timely closures of escalations.
• Lead process improvement and automation initiatives to reduce customer effort and enable digital transformation.
• Collaborate with Product, Risk, Compliance, Operations and Technology teams to implement enhancements and stakeholder reporting.
• Manage stakeholder expectations and governance across internal and vendor teams to deliver outcomes.

Skills

Contact Center Ops

Vendor Management

Customer Experience

Business Analytics

Operations Governance

Job description

Role Purpose

The role will be responsible for managing the Bank's customer service partners and driving operational performance, customer experience, complaint governance, and service excellence across contact center operations. The incumbent will act as the key interface between the Bank and outsourcing partners, ensuring delivery of agreed business outcomes, customer experience metrics, regulatory compliance, and operational efficiency.

Key Responsibilities

Contact Center Partner Management

• Act as the primary SPOC for outsourced contact center operations.
• Drive partner performance across key service, quality, productivity, and customer experience metrics.
• Conduct governance reviews and performance discussions with partner leadership teams.
• Monitor SLA adherence and ensure delivery against agreed contractual commitments.
• Identify performance gaps and drive corrective action plans with partners.

Operations Governance & Performance Management

• Track and manage key operational metrics.
• Present business performance reviews to senior leadership.
• Drive operational excellence initiatives across partner locations.

Escalation & Complaint Management

• Manage customer escalations.
• Drive RCA for high-impact complaints and recurring customer issues.
• Ensure timely closure of executive, nodal, RBI, and grievance escalations.
• Partner with internal and external stakeholders to implement permanent fixes.

Process Improvement & Customer Experience

• Identify customer pain points and process inefficiencies.
• Drive process improvement and automation initiatives to reduce customer effort.
• Partner with Product, Risk, Compliance, Operations, and Technology teams to implement enhancements.
• Support self-service and digital transformation initiatives.

Stakeholder Management

• Collaborate with Product, Risk, Compliance, Technology, Operations, and Vendor teams.
• Manage senior stakeholder expectations through structured governance and reporting.
• Drive cross-functional alignment to deliver customer and business outcomes.

Preferred Experience

• 5-10 years of experience in Contact Center Operations, Customer Experience, Vendor Management, Business Analytics, or Operations Governance.
• Experience managing BPO/outsourced call center partners.
• BFSI, Payments, FinTech, Telecom, or Customer Service domain preferred.
• Exposure to regulatory complaint management and customer grievance handling will be an advantage.