Head of Operations Center (Contact Center)

Operational leader for a bank's contact center, overseeing customer service, credit analysis, auto loans, and collections, driving automation and AI projects, KPI achievement, and team development. Requires banking experience and managing 50+ people.

Ensure uninterrupted functioning of all areas of the center: customer service for individuals, credit analysis, auto loan issuance, and work with overdue debt. Manage projects for automation and optimization of key processes, including the use of artificial intelligence for borrower assessment, from forming business requirements to controlling the technical implementation of tasks in development. Ensure achievement of target KPIs. Develop the team and partnerships. Administrative management.

Higher education (financial, economic, managerial). Knowledge of banking legislation in the retail sector. Successful experience leading a team of 50+ people in the banking sector. Managerial experience in the banking sector of 5+ years. Proven experience implementing projects to optimize and automate business processes. Experience participating in successfully implemented projects for process optimization or system implementation as a project manager or client. Experience implementing AI tools and agents (will be an advantage).