Manager – Direct Banking Center – Fulfillment (Retail Banking)

About the role

We are looking for a dynamic manager to lead the Direct Banking Center – Injaz RBG DBC PL Fulfillment team within our Retail Banking Group. The role will oversee multiple functions to ensure smooth operations and drive performance across the centre.

Key responsibilities

• Lead and manage the WFM, MIS, Sales Coordinator, and Runner teams.
• Oversee workforce planning, productivity tracking, and management reporting.
• Manage dialer operations, campaign setup, lead allocation, and database utilization.
• Drive and deliver business and operational projects for the CCPL team.
• Manage vendor relationships, monitor service delivery, and ensure SLA compliance.
• Ensure accurate and timely MIS, analytics, and performance dashboards for management review.
• Implement process improvements to enhance efficiency, productivity, and customer experience.
• Ensure compliance with internal policies, regulatory requirements, and operational controls.
• Collaborate with Business, Operations, Technology, HR, Finance, and other stakeholders to support business objectives.
• Lead, coach, and develop team members while fostering a high‑performance culture.

Required profile

• Proven experience leading multi‑disciplinary operational teams.
• Strong understanding of workforce planning, MIS reporting, and vendor management.
• Ability to drive process improvements and manage projects.
• Knowledge of regulatory and compliance requirements in banking operations.
• Excellent collaboration skills with cross‑functional stakeholders.

Required skills