AVP/ VP, Client Services Manager, Customer Service Hub (CSH), Group COO
Core
Lead strategic initiatives to enhance customer experience, improve operational efficiencies, and manage demand and budget for the Customer Centre while driving cross-functional collaboration.
Role type
Senior leadership (AVP/VP) Customer Services Manager
Builds
Customer Centre operations, strategic initiatives, and cross-functional team outcomes
Domain
Financial services / Customer Experience
Required skills
Strategic planning, Data Analytics, Budget Management, Incident Management, Cross-functional leadership, KPI tracking, Process improvement
Preferred skills
Experience in strategizing use cases, Creative problem solving, Relationship building
Technologies
Data Analytics tools
Responsibilities
Contribute to planning and execution of strategic initiatives to enhance customer experience and operational efficiencies; Act as key representative to escalate and coordinate incidents; Manage yearly budgeting and track Customer Centre demand trends; Analyse key performance metrics to identify trends and provide actionable recommendations; Lead and coordinate cross-functional teams to execute key strategic projects.
Seniority
Senior, hands-on IC with leadership responsibilities