Assistant Vice President

6 hours ago

Chennai, Tamil Nadu, India Global Serve Solutions Full time ₹ 20,00,000 - ₹ 25,00,000 per year

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Job Summary

We are seeking an experienced and result-oriented Assistant Vice President (AVP) to lead our Banking Voice Process Customer Service, Sales & Retention operations. The role requires strong leadership, strategic thinking, and the ability to drive customer satisfaction, sales growth, and customer retention within a high-performance environment.

Key Responsibilities

  • Lead and manage large teams handling customer service, sales, and retention in the banking voice process.
  • Drive customer satisfaction (CSAT), Net Promoter Score (NPS), and First Call Resolution (FCR).
  • Develop and execute strategies to improve sales conversions, cross-selling, and upselling.
  • Implement effective customer retention practices to reduce churn and strengthen loyalty.
  • Ensure compliance with all banking regulations and organizational policies.
  • Monitor key performance metrics, analyze trends, and provide actionable insights.
  • Collaborate with senior stakeholders to align process performance with business goals.
  • Handle high-level escalations while ensuring seamless customer experiences.

Required Skills & Competencies

  • Excellent leadership, team management, and stakeholder management skills.
  • Strong communication and interpersonal skills.
  • Proven track record in customer service, sales, and retention within the banking/BFSI or BPO voice process domain.
  • Target-driven with the ability to deliver results under pressure.
  • Analytical and problem-solving mindset.

Qualifications & Experience

  • Bachelors / Master's degree (preferred: MBA or equivalent).
  • 15–20 years of overall experience with at least 8 years in a leadership role in banking voice process (customer service, sales & retention).

Preferred candidate profile

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