Senior Consultant Global Contact Center

<p><b>Senior Consultant Global Contact Center – COO Retail / Global Contact Centers</b></p><p></p><p>The Global Daily Banking and Channels Team (COO Bank) is looking for a Senior Contact Center Consultant.</p><p></p><p>The objective of the Daily Banking and Channels team within COO Retail is to lead global change and global improvements in running the bank for this specific area. The key objectives are:</p><p></p><ul><li>Help to build a best-in-class digital Retail bank</li><li>Contribute to achieving our financial targets</li><li>Support an ever-improving customer experience</li><li>Create operational efficiencies across the Retail business</li><li>Embed compliance &amp; non-financial risk</li><li>Build and retain talent</li><li>Run global projects on improving CC operations</li><li>Support of individual countries there where required</li></ul><p></p><p></p><p><b>Working environment</b><br/> </p><p><b>Your job</b></p><p></p><p>Within the COO Retail Office, you will play a pivotal part in shaping the global strategy and operational excellence of our contact centers. This role requires a strategic thinker and influencer with a strong operational mindset to align the organization around a shared vision, foster cross-country collaboration, build thriving communities of practice, and drive efficiencies through cost reduction and program management. To achieve this you develop, implement and sustain programs across countries and functions. You will closely work with local and global management (in particular COOs, Heads of Contact Center and Ops and Product Owners) to ensure consistency, prompt implementation and increased operational excellence.</p><p></p><p>Together with the country teams, Head-Office teams and local board/management you will focus on improving contact center operations, designing and implementing new programs and ways of working that will maximize knowledge sharing and re-usability of change activities across all countries. All with the aim to support our journey to become the most loved, most impactful and most valued retail bank. Delivering (hyper)–personalized superior value to our customers, frictionless where we can and in person when appropriate.</p><p>Key responsibilities include:</p><p><b>1. Strategic Vision &amp; Alignment</b></p><ul><li>Partner with senior leadership to define and evolve the global vision.</li><li>Align country-specific operations with global strategy, ensuring consistency in objectives, KPIs, and customer experience.</li><li>Facilitate strategic sessions and lead forums to ensure buy-in and direction setting.</li></ul><p><b>2. Country Support &amp; Engagement</b></p><ul><li>Serve as a trusted advisor to regional and country leaders, offering expert guidance and support on operational challenges and transformation initiatives.</li><li>Lead regular touchpoints with in-country teams to identify gaps, share updates, and ensure alignment to global priorities.</li><li>Support countries in implementing new processes or organizational changes.</li></ul><p><b>3. Community Building &amp; Knowledge Sharing</b></p><ul><li>Establish and lead global communities of practice focused on key topics such as customer satisfaction, automation, or digital enablement.</li><li>Promote knowledge sharing across regions through best practice repositories, and collaboration platforms.</li><li>Foster a culture of continuous improvement and innovation across the network.</li></ul><p><b>4. Cost Efficiency &amp; Optimization</b></p><ul><li>Identify opportunities for cost reduction and operational efficiency in contact center processes, tools, and resourcing.</li><li>Together with the Alpha project drive initiatives that reduce call volumes, improve automation, or streamline workflows while maintaining service quality.</li><li>Monitor and report on financial performance metrics related to cost optimization.</li></ul><p><b>5. Program &amp; Change Management</b></p><ul><li>Lead and manage global programs and initiatives from inception through implementation, including stakeholder management and benefit realization.</li><li>Apply change management frameworks to ensure smooth adoption of new tools, processes, and ways of working across countries.</li><li>Coordinate cross-functional project teams and ensure timely delivery of project milestones.</li></ul><p></p><p><b>You have the following experience:</b> </p><ul><li>Experienced professional (8+ years experience) - with a relevant track record of working in different areas in contact center environment and profound understanding of the contact center landscape is a pre-requisite.</li><li>Work with process frameworks and standards</li><li>A proven track record and credibility in achieving results in strategic transformation programs with focus on fundamentally changing the way we work around processes and as a result improving our efficiency and experience.</li><li>Work in a global matrix organization with different cultures and maturity levels</li><li>