Senior Executive- COE Call Centre, Thane

Abacus Consultants

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.