Cross Sell_CC_COE

 

JD:

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