SVP - Head of Service Delivery - Contact Center

The SVP - Head of Service Delivery - Contact Center will lead and oversee all aspects of contact center operations, ensuring exceptional customer service delivery, operational efficiency, and compliance to regulatory guidelines. This critical role is also responsible for conceptualizing, planning, and executing strategic initiatives to modernize and innovate the contact center's operations, uplifting overall customer experience. This leader will drive significant, long-term change to achieve strategic business objectives, foster a culture of continuous improvement, and ensure the contact center remains competitive and customer centric.

Responsibilities:

• Direct and manage all contact center operations, including inbound interactions (calls, email, chat), ensuring consistent achievement of performance metrics, Service Level Agreement (SLAs), and KPIs (e.g., TSF, AHT, FCR, RSAT etc.).
• Implement and enforce operational policies, procedures, and best practices to optimize efficiency, effectiveness, and compliance. Lead cross-functional teams to re-engineer processes, standardizing workflows and optimizing the end-to-end customer journey.
• Champion a deeply customer-centric culture, actively monitoring and analyzing customer feedback and service data to identify trends, pain points, and opportunities for both incremental and transformational service improvement.
• Lead the end-to-end planning, design, and execution of large-scale transformation programs (e.g., digital transformation, AI/automation integration, omnichannel expansion).
• Identify, evaluate, and champion the adoption of innovative technologies such as AI, machine learning, NLP, RPA, and advanced analytics to significantly enhance contact center capabilities, efficiency, and customer interactions. Collaborate with Tech and Digital technology teams to optimize current systems and integrate new platforms and tools effectively.
• Establish and maintain robust quality assurance programs to ensure consistent service delivery and adherence to quality standards across all channels. Ensure compliance with all relevant regulatory requirements, industry standards, and internal policies, proactively identifying and mitigating operational and transformation risks.
• Manage the comprehensive contact center budget, ensuring cost-effective operations while funding strategic transformation initiatives and optimizing resource allocation.
• Generate regular, insightful reports on both operational performance and transformation progress, presenting data-driven recommendations to senior leadership.
• Lead, mentor, and motivate a large, diverse team of contact center managers, team leaders, and agents, fostering a high-performance, agile, and adaptable work environment. Oversee recruitment, comprehensive training, performance management, and career development for all contact center staff to ensure skill alignment with current and future strategic needs.

Qualifications:

• 12+ years of progressive leadership experience in customer operations, with at least 7 years in a senior management role (e.g., Department head of Customer Service, Operations, Transformation, etc.).
• Proven track record of successfully managing large, complex customer operation environments and leading large-scale business or technology transformation programs within a customer service context.
• Demonstrated expertise in improving customer satisfaction, operational efficiency, and achieving aggressive performance targets.
• Strong understanding of current and emerging contact center technologies and trends (e.g., Telephony & IVR, Omni-channel, Digital self-service, GenAI, CTI, CRM, ACD, WFM).
• Experience with Agile methodologies, program management principles, and change management frameworks.
• Language proficiency in English and Mandarin to work with Mandarin speaking customers, internal and external stakeholders.

Education:

• Bachelor's degree / University degree in business administration, operations management, process engineering, or related field.
• Master's degree preferred.

Job Family Group:

Customer Service

Job Family:

Service

Time Type:

Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi's EEO Policy Statement and the Know Your Rights poster.

---