MID LEVEL MANAGER (MLM) L3

Service Delivery Manager (Customer Service) for banking contact centre operations. Manages day-to-day customer servicing, resolves issues, escalates to senior management, drives productivity and efficiency, analyzes reports to identify variances, owns team deliverables, handles client calls and status updates, responds to customer queries, guides team in daily activities, serves as first level escalation, ensures reference data activities meet client expectations, and maintains KPI/SLA adherence. Responsible for end-to-end planning of projects, governance with clients, and driving process improvements, with a focus on mortgage origination-related activities and regulatory understanding. Requires 8-10 years of banking operations experience, including 6-7 years in banking contact centre operations in UK/US, and the ability to lead a team of agents (50 FTE). Strong communication, client relationship management, and data-driven problem solving skills are essential. Graduate degree required.