Director-Retail banking(CX)-Mumbai

Golden Opportunities; Mumbai; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Golden Opportunities is seeking an accomplished leader to head International Banking Voice Services operations. You will drive large-scale, multi-site banking customer service, profitability, regulatory compliance, and digital transformation for global clients from Mumbai.

Responsibilities include developing strategic plans, leading P&L, and delivering superior service while building executive client relationships and guiding GenAI-enabled improvements across the program.

Qualifications

• 16+ years in international banking, financial services, or contact center operations.
• Experience managing 1000+ FTEs across large-scale, diverse operations.
• Strong understanding of Retail Banking, consumer banking, fraud operations, and financial services processes.
• Proven track record of transforming programs and improving client outcomes.

Responsibilities

• Develop and implement strategic plans to enhance service quality and customer satisfaction.
• Lead large-scale, multi-site operations with P&L responsibility to drive profitability and growth.
• Ensure regulatory compliance, risk controls, AML/KYC, and data protection across operations.
• Drive GenAI-led transformation and adoption of client tools to deliver value.
• Oversee a high-performing team, build scalable processes and infrastructure.
• Foster strong relationships with senior client stakeholders across the banking sector.

Skills

Strategic leadership

P&L ownership

Operations management

Cross-functional leadership

Regulatory compliance

Education

MBA or relevant postgraduate degree

Job description

Job Description

We are seeking an accomplished and strategic leader to join our team– Operations to manage our International Banking Voice Services. This role will be responsible for leading large-scale, multi-site banking customer service and servicing operations supporting global banking and financial services client. The incumbent will drive operational excellence, customer experience (NPS/CSAT), regulatory compliance, profitability, digital transformation, and business growth while ensuring superior service delivery across diverse banking portfolio. The role carries full P&L responsibility and requires a proven leader capable of managing large, complex operations, driving customer-centric outcomes, and building strong relationships with senior client stakeholders across the banking and financial services sector

Essential Job Elements

Role: US Retail banking(CX)

Location: Mumbai

Leadership & Strategy:

Develop and implement strategic plans in alignment with client Imperatives, market study and benchmarking, to enhance service quality and customer satisfaction.

Intelligence and Direction:

Market research capabilities and analytical approach to business. Create and execute Annual Strategy of the program and giving direction to operations and support functions.

Go to market and impact assessment.

Collaborate with Accounts teams across geographies to support and drive business expansion. Identify organic and inorganic opportunities of growth. Lead seamless business transitions and pilots.

Innovation & Value Addition:

Competency building and continuous improvement initiatives using GenAI led transformation and other value-added efforts in partnership with the client. Advancing client’s agenda of ‘AI first’ through increasing the usage and adoption of client tools and technology within the program

Operational Excellence:

Lead operational improvements across the business vertical, optimize resource allocation, and track progress against defined business goals. Take proactive measures to consistently exceed client expectations to be the topmost delivery partner for the client across all the region.

P&L Ownership:

Manage the P&L for business operations, including the development and execution of strategic plans to drive profitability and growth.

Team Management:

Oversee a large, high-performing team. Enhance organizational efficiency, build scalable processes and infrastructure, and align delivery capabilities with pipeline demand. Provide vision and leadership with a data-driven approach.

Client Satisfaction:

Act as the ‘Voice of the Customer’ by building strong client relationships and ensuring high levels of satisfaction.

Best Practices:

Develop, share, and implement best practices across service offerings and domains. Compliance: Ensure full compliance with client-specific regulatory requirements and internal standards.

Experience

• 16+ years of experience in International Banking, Financial Services, Contact Center Operations, with substantial exposure to voice-based customer servicing environments. Understanding of FCC (Financial Crime & Compliance) as added advantage.
• Proven leadership experience managing 1000+ FTEs across large-scale, complex, and geographically diverse operations.
• Strong understanding of Retail Banking, Consumer Banking, Credit Cards, Lending, Fraud Operations, Customer Servicing, Disputes, Collections, and Financial Services processes.
• Demonstrated success in improving NPS, CSAT, FCR, Quality, Productivity, Employee Engagement, and Financial Metrics.
• Proven track record of managing senior banking client relationships and delivering large-scale transformation programs.
• Strong experience in P&L ownership, workforce optimization, operational governance, and business growth.
• Working knowledge of banking regulations, risk controls, compliance frameworks, AML/KYC, and customer data protection requirements.
• Excellent stakeholder management, executive communication, and influencing skills.
• Education: MBA or Postgraduate degree preferred