R1500991 Senior Manager customer service
Core
Lead a large-scale multi-site customer service operation supporting Personal, Company, and Small Corporate PMI customers.
Role type
Senior Manager, Customer Service Operations
Builds
Customer service operations and team performance
Domain
Health insurance and benefits
Deliverable
dashboards & analysis
Required skills
Large-scale operations leadership, team management, stakeholder management, continuous improvement, risk and compliance management, change management
Preferred skills
Experience in contact centre operations, coaching and developing leaders, driving operational excellence
Responsibilities
Lead and inspire a multi-site customer service operation of around 400 FTE; Champion outstanding customer experiences and drive first-contact resolution; Develop and deliver operational plans supporting strategic business objectives; Lead, coach, and develop first and second-line leaders; Drive continuous improvement initiatives; Ensure quality, risk, governance, and compliance standards are met; Identify cost reduction opportunities through process improvements.
Seniority
Senior, hands-on IC with people leadership