Team Leader - Contact Center

Head Office

Step up your career by leading a motivated team of Contact Center associates! We seek an experienced Team Leader to drive performance and ensure excellent service delivery.

Responsibilities

· Manage and motivate the Contact Center team to achieve set KPIs

· Monitor and improve team performance and quality standards

· Provide coaching, training and feedback to agents

· Collaborate with management to enhance processes

Requirements

· Proven experience in a team leader role within a Contact Center

· Strong leadership and communication skills

· Ability to analyze performance metrics and implement improvements

· Be below 30 years

If you are ready to lead and inspire a team, apply today!

Head of Information Systems

Head Office

Job Purpose

The Head of Information Systems (IS) will lead the Company’s IS function, driving the implementation, management and optimization of core banking and enterprise systems in alignment with the Company’s digital and operational strategy. This role requires strong leadership in system implementation, vendor management and oversight of a small in-house development team.

Key Responsibilities:

• Lead the Information Systems function, aligning technology initiatives with business and digital strategy

• Oversee Core Banking System (CBS) operations, upgrades and rollouts ensuring performance, stability and compliance

• Manage end-to-end system implementations including digital platforms, middleware and support systems

• Supervise the in-house development team, focusing on system enhancements, automation and integrations

• Collaborate with cross-functional teams (e.g., Operations, Risk, Compliance) to deliver scalable solutions

• Ensure effective change management, UAT, and post-deployment support for all IT system initiatives

• Handle vendor relationships and SLAs, including licensing, support and escalations

• Maintain regulatory and cybersecurity compliance and adhere to internal IT governance

• Drive system documentation, standardization and ongoing process improvements

• Support IT budgeting, planning and high-level technology decision-making

Qualifications, Experience and Competencies

• Bachelor’s degree in Computer Science, Information Technology or related field

(Master’s degree or MBA is an added advantage)

• Minimum 8–10 years of progressive experience in IT with at least 3 years in a leadership role

• Proven track record in core banking system (CBS) implementation, management and upgrades

• Strong understanding of enterprise systems architecture, databases, middleware and API integrations

• Experience managing or collaborating with in-house development teams

• Exposure to system audits, regulatory compliance, DR/BCP and IT risk frameworks

• Excellent leadership, project management, vendor management and communication skills

• Ability to manage multiple projects, prioritize tasks and deliver under tight timelines

Preferred Systems/Platforms Exposure:

• Core Banking Systems (e.g., Finacle, T24, Intellect, etc.)

• Middleware/API Gateway technologies

• Business Process Automation Tools

• MIS/Reporting platforms

• Ticketing and change management systems

If you are a motivated and experienced professional committed to making an impact, do apply to join our team and drive innovation and excellence in our Information Systems function.

Manager – Premier Client Experience

Head Office

We seek an experienced and service-driven professional to lead the Premier Client Experience portfolio, focusing on delivering an exceptional and personalized service journey to our high-net-worth and priority clientele.

The ideal candidate will combine strong relationship management expertise with the ability to curate exclusive engagement initiatives and deliver a concierge-level experience that reflects trust, discretion, and excellence.

Key Responsibilities

• Lead and manage the Premier Client segment, ensuring every interaction delivers superior and personalized service

• Act as the primary relationship liaison for premier customers, addressing their financial needs with a high degree of responsiveness and care

• Drive acquisition and retention strategies for high-value customers through targeted engagement and referrals

• Collaborate with internal teams — including Product, Marketing, and Digital — to enhance the premier customer journey across all channels

• Develop and execute exclusive engagement programs, loyalty events and bespoke experience offerings for premier clients

• Utilize CRM insights and analytics to identify opportunities for portfolio growth and value enhancement

• Monitor satisfaction and feedback metrics to drive continuous service improvement initiatives

• Manage the customer experience budget effectively to optimize ROI on campaigns, events and experience enhancement initiatives

Profile

• Bachelor’s Degree in Marketing, Business Administration or related field

• Masters or a professional qualification in marketing (e.g., CIM, SLIM) is very advantageous

• Minimum of 6 years’ experience in customer experience management, relationship banking or wealth management with at least 2 years in a leadership capacity

• Proven track record in executing customer engagement initiatives and managing budgets

• Strong understanding of digital customer experience tools, CRM platforms and analytics

• Excellent communication, relationship-building and problem-solving skills

• Self-driven, strategic and capable of managing the full spectrum of the premier client journey independently

Shape the future of premier client services through innovation, excellence and meaningful customer relationships; be a part of this transformative journey.