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abacus consultants

Senior Executive- COE Call Centre, Thane

abacus consultants
Thane, India
4-6 Years
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Job Description

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

Candidate Profile

Education: MBA/postgraduate preferred

Experience: 4-5 years of experience in BFSI call centre operations only

Skills Required

  • Strong understanding of BFSI call centre operations
  • Experience in process governance and SOP management
  • Strong MIS, coordination, and communication skills
  • Good command over Excel and PowerPoint

Mandatory Criteria

  • 4-5 years of BFSI call centre experience only
  • Experience in SOPs, process governance, and operational controls

Role Outcome

Build a more standardized, controlled, and scalable call centre operating model.

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
Bfsi Call Centre Operations
Employment Type:
Full time

About Company

abacus consultants

Job ID: 147672531

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Last Updated: 19-05-2026 10:39:31 AM
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