Senior Executive - COE, Call Centre Processes & VRM Enablement
Function
Unsecured Direct Business Hub / Call Centre COE
Role Purpose
Drive process governance, SOP building and standardization, MIS, and continuous improvement for the BFSI call centre function, while supporting readiness for future VRM-led engagement.
Key Responsibilities
- Drive COE governance across call centre processes
- Create and maintain SOPs, call flows, scripts, and escalation matrices
- Standardize processes and strengthen operational controls
- Track gaps, drive corrective actions, and improve efficiency
- Publish MIS, dashboards, and governance trackers
- Coordinate with business, operations, compliance, quality, training, and tech teams
- Support operational readiness for VRM enablement
Candidate Profile
Education: MBA/postgraduate preferred
Experience: 4-5 years of experience in BFSI call centre operations only
Skills Required
- Strong understanding of BFSI call centre operations
- Experience in process governance and SOP management
- Strong MIS, coordination, and communication skills
- Good command over Excel and PowerPoint
Mandatory Criteria
- 4-5 years of BFSI call centre experience only
- Experience in SOPs, process governance, and operational controls
Role Outcome
Build a more standardized, controlled, and scalable call centre operating model.
