Customer Care Head

The Head of Customer Care Department is responsible for the overall management of customer care operations, ensuring compliance with internal and external regulations while achieving service quality, Net Promoter Score (NPS), income, and revenue targets. The role drives customer-centric initiatives, oversees escalations, and represents the division in regulatory and cross-functional engagements.

Core Responsibilities:

• Delivers NPS goals for ULC by spearheading initiatives and collaborating across divisions
• Manages teams handling customer escalations, CX optimization, and customer care support
• Defines and implements policies and procedures for contact center complaints, card servicing, and incident handling
• Leads service quality initiatives, process improvements, and customer-centric projects
• Monitors performance of section heads to ensure KRAs and quality standards are met
• Provides regular updates t...