AVP/ VP, Client Services Manager, Customer Service Hub (CSH), Group COO
Core
Lead Customer Centre operations and strategic initiatives to enhance customer experience, improve operational efficiency, and manage demand/budget.
Role type
AVP/VP Client Services Manager
Builds
Customer service strategies, operational efficiencies, and budget plans for the Customer Centre
Domain
Financial Services / Customer Experience Operations
Deliverable
dashboards & analysis
Required skills
Customer experience strategy, operational efficiency, budget management, data analytics, incident management, cross-functional leadership, KPI tracking
Preferred skills
Process improvement, strategic planning
Technologies
null
Responsibilities
Plan and execute strategic initiatives for customer experience, manage Customer Centre demand and yearly budget, lead cross-functional squads, handle incident escalation and resolution, analyze performance metrics for continuous improvement
Seniority
Senior, hands-on leadership