Director of Operations

Who are we

Capgemini is a global leader in consulting, technology services and digital transformation. The Group is at the forefront of innovation to address the entire breadth of clients opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of 300,000 + team members in over 44 countries.

Some of the critical and unique dimensions of who we are include the following:

• We are a truly multicultural Group

• We are a Group committed to and brought together by seven core values that underline our daily behavior

• We are a team, obsessed with delivering real value to our three key constituents (employees, clients, shareholders)

• We are an independent organization committed to being objective in serving our customers company of 300,000 + team members in over 44 countries.

The Opportunity

Job Summary:

We are seeking a seasoned and strategic leader to oversee the end-to-end operations of our customer service contact center within the financial services domain. This role is responsible for driving operational excellence, ensuring regulatory compliance, enhancing customer experience, and leading large, diverse teams across multiple channels (voice, chat, email, mobile).

Key Responsibilities:

• Lead and manage high-volume contact center operations, ensuring delivery of exceptional customer service across all channels.

• Develop and implement strategies to improve customer satisfaction, operational efficiency, and employee engagement.

• Drive performance metrics (CSAT, FCR, AHT, SLA, etc.) and ensure alignment with business goals.

• Ensure compliance with all regulatory and risk management requirements in a highly regulated financial environment.

• Collaborate with cross-functional teams (IT, Product, Risk, Compliance) to support digital transformation and process automation.

• Lead workforce planning, training, and development initiatives to build a high-performing team.

• Manage budgets, forecasts, and cost optimization initiatives.

• Serve as a key liaison with senior internal and external stakeholders to support strategic initiatives and continuous improvement. Required Qualifications & Skills:

• Graduate in any discipline; MBA or equivalent preferred.

• 18+ years of experience in contact center leadership, preferably in banking or financial services.

• Proven track record in managing large teams and complex operations.

• Strong leadership and coaching abilities with a focus on performance and customer-centricity.

• Deep understanding of CRM systems and omnichannel platforms (voice, chat, email, mobile).

• Excellent analytical, problem-solving, and decision-making skills.

• Proficiency in MS Office (Excel, PowerPoint, Word).

• Strong stakeholder management and communication skills. Preferred Attributes:

• Experience in managing transitions or setting up new contact center operations.

• Exposure to digital banking tools and customer experience technologies.

• Certification in Six Sigma, Lean, or similar process improvement methodologies.

About Your Career

Our growth ambition and collaborative work approach with clients combine to create a business culture that allows new consultants to dive right in and become an integral part of the team. The entrepreneurial working style and size of our practice will enable you to create a name for yourself, shine early on, and have a significant impact on our clients and our company. We offer countless opportunities to learn, grow, and develop both your business expertise and your leadership capabilities.

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