Senior Manager - Customer Experience

Role & responsibilities

Team Leadership and Management:
Supervise and support the Area Office Customer Handling Executives.
Provide guidance, training, and performance feedback to team members.
Conduct regular team meetings to review performance, address issues, and share updates.

Operational Oversight:
Ensure smooth day-to-day operations of the area office.
Monitor and analyze customer experience metrics to assess performance and identify areas for improvement.
Implement and enforce standard operating procedures and best practices.

Strategic Planning:
Develop and execute strategies to improve customer service and operational efficiency.
Set performance goals for the team and ensure they align with overall company objectives.

Customer Service Excellence:
Oversee the resolution of complex customer issues and complaints.
Ensure high standards of customer service are maintained, and customer satisfaction is maximized.

Compliance and Reporting:
Ensure adherence to company policies, regulatory requirements, and industry standards.
Prepare and present regular reports on team performance, customer feedback, and operational metrics to senior management.

Collaboration:
Work closely with other departments (e.g., Sales, collections, COPs) to address customer needs and operational challenges.
Foster a collaborative environment and encourage cross-functional teamwork.

Process Improvement:
Identify and implement process improvements to enhance efficiency and service quality.
Stay updated on industry trends and incorporate best practices into the area office operations.