Why this role is important

The Assistant Manager, Contact Centre Operations, plays a pivotal role in ensuring the operational excellence, quality & process adherence, and seamless implementation of changes for the Payment & Rewards Lines of Business. This position is responsible for the oversight of outlier activity, monitoring audit reports, and conducting robust trend analysis of vendor monetary activity.

Reporting to the Senior Manager, Contact Centre Operations, this role ensures changes are implemented seamlessly across all channels, proactively mitigates operational and financial risks and drives continuous improvement. The successful candidate will leverage exceptional organizational, analytical, and communication skills to ensure compliance and deliver high-quality customer service.

What you'll do