Job Summary

We are looking for a Unit Head - Voice & Virtual to provide strategic leadership across the Client Care Centre. You will oversee large‑scale service, sales, and governance operations, ensuring consistent, high‑quality client experiences across all voice and virtual channels. In this role, you will shape strategy, lead senior managers, and drive performance, cost discipline, and capability uplift. You will role‑model a deep understanding of client needs, colleague engagement, and operational excellence to enable delivery of strong business outcomes.

Key Responsibilities

• Provide strategic leadership across service, sales, and governance operations within the Client Care Centre
• Lead and develop senior managers and team leads to deliver strong operational, service quality, and commercial outcomes
• Drive performance against service, sales, cost, efficiency, and quality targets
• Oversee escalations and ensure tim...