Manager, Customer Care

Lead customer care execution across all business units by driving customer care and outsourcing strategies, supporting contact centre operating model transformation, and aligning operational plans to business objectives. Manage end-to-end vendor governance to ensure service quality, SLA compliance, and contract adherence through audits and performance evaluations. Oversee contact centre operations, monitor KPIs using customer insights (NPS, CRM data, VoC), and drive continuous improvement via root cause analysis.