AVP, Global Contact Centre Enablement

Deliver a global Contact Center enablement strategy that aligns learning, quality, risk, and consulting to enterprise and segment priorities. Partner with Contact Center Operations and Segment leaders to enable customer experience, growth, cost, and transformation outcomes. Anticipate and respond to external and internal trends (AI, automation, regulatory change, and evolving customer expectations) and translate them into enablement priorities. Lead Global Contact Center Learning to build consistent capabilities across roles, geographies, and business lines, modernizing delivery through digital, coaching, and AI-enabled performance support. Own the Global Contact Center Risk, Quality & Assurance framework, including standards, monitoring, insights, and continuous improvement. Partner with Risk and Compliance to ensure regulatory, conduct, and operational risk expectations are embedded in learning and operating practices. Use quality, risk, and customer insights to inform learning prior...