CLCU Team Leader

Job Summary: To supervise the execution of customer lifecycle activities and strategies within the contact center, including onboarding, activation, follow-up, motivation, and reactivation stages. The role aims to enhance customer engagement with the bank’s products, increase usage rates, maximize customer lifetime value, and support the bank’s objectives in improving customer experience.Job Responsibilities: Follow up on the execution of customer lifecycle campaigns according to the approved plan.Supervise the performance of customer lifecycle and monitor daily and monthly targets.Ensure adherence to quality standards and approved communication protocols.Monitor key performance indicators (KPIs) related to activation, reactivation, usage rates, and call quality.Analyze performance reports, identify gaps, and take corrective actions.Analyze customer behavior across lifecycle stages to identify improvement opportunities and increase engagement. Identify reasons for low usage or account dormancy and propose initiatives to address them.Coordinate with banking product departments, marketing, quality, and branches to ensure alignment.Ensure compliance with bank policies and regulatory requirements.Job Qualifications: Bachelor’s degree in Commerce, Economics, Finance, or equivalent. Minimum 2 years of experience in contact centers, including at least 1 year in a supervisory role in customer lifecycle within banking or financial services.