The Company Join a leading financial institution known for its innovation customer-centric services and commitment to excellence This role is pivotal in shaping the future of their services call centre focusing on operational efficiency and exceptional quality outcomes The Opportunity The Services Program Manager will oversee and drive initiatives aimed at enhancing the operational efficiency quality and regulatory compliance of the institution& x2019 s services call centre This is a strategic and hands-on role requiring a dynamic leader who can execute projects with measurable impact while fostering a culture of continuous improvement Key Responsibilities Operational Excellence Develop and implement operational strategies to improve call centre efficiency and productivity Identify and resolve process bottlenecks ensuring seamless service delivery Introduce and monitor KPIs to measure success in operational performance Call Centre Quality &amp Efficiency Lead initiatives to improve call centre performance ensuring adherence to quality standards Collaborate with stakeholders to optimize workflows and improve customer experience Conduct regular audits and reviews to maintain service excellence Data &amp Regulatory Management Oversee data-driven projects to ensure compliance with regulatory standards Leverage analytics to identify trends and inform decision-making Work closely with compliance teams to mitigate risks and adhere