Customer Care Support Management Head

Reporting directly to the Customer Care Department Head, this role oversees and manages the Customer Care Support Management Section, which comprises three critical units: Incident Management, CX Analytics, and Data Reporting & Administration. The position ensures that strategic objectives are met by leading data-driven solutions and customer care support to enhance operational efficiency, improve customer experiences, analyze customer and business impact, and maintain compliance with internal and external regulations.

This role plays a pivotal part in driving customer satisfaction, minimizing service disruptions, and supporting data-driven decision-making within the division and ULC group-wide in contribution to achieve Bank's NPS, operational and business targets. Responsibilities: Monitor the lifecycle of customer incidents, escalating to ensure timely and effective resolution to minimize customer impact. Perform and validate Root Cause Analyses (RCAs) and Incident Reports (IRs) of incidents, recommending preventive or mitigating measures. Track and analyze metrics such as incident recurrence rate, Mean Time to Resolve (MTTR), and RCA completion rate.

Maintain a comprehensive library and tracker for incidents and resolutions, supporting communication and handling strategies for incident-related issues. Assess the impact of incidents on customers and recommend actions to mitigate negative effects. Escalate unresolved or mission-critical issues for rapid response and hypercare coordination. Conduct in-depth analysis of customer feedback (NPS, CSAT), operational data (MIS), and other metrics to derive actionable insights. Maintain and update Voice of the Customer (VoC) dashboards to support data-driven decision-making. Identify opportunities for improvement through customer feedback mechanisms and competitive benchmarking.

Oversee the preparation of compliance and business reports, ensuring timely submission and alignment with regulatory standards. Monitor and manage division budgets, ensuring efficient use of resources. Oversee administrative needs of the division like training, facilities and systems accesses. Qualifications: Bachelor’s degree in Business Administration, Data Analytics, or a related fieldAt least 5 years experience in incident management, CX data analyticsStrong analytical skills with proficiency in reporting toolsDetail-oriented with a commitment to data accuracy and integrityStrong communication skills for effective collaboration across teams and with senior leadership