Senior Associate/ AVP, Client Services Manager, Customer Centre, Regional CSH, Group COO

Role Overview

As a Client Services Manager, you will be exposed to various business functions and key strategic initiatives across the organization, which will provide you with a comprehensive understanding of the company's operations, enabling you to drive impactful decisions and contribute to business growth, strategic cost management and customer satisfaction.

Key responsibilities will include working closely with various stakeholders in cross-functional teams internally and externally to support key projects, streamline processes and identify opportunities for operational improvements to reduce interaction volume demand and enhance customer experience.

Key Accountabilities & Responsibilities

To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.

Strategic Objectives Support:

• Contribute to the planning, execution and tracking of strategic initiatives aimed at enhancing customer experience, improving operational efficiencies, and reducing interaction volume demand for Customer Centre.

• Collaborate with cross-functional teams to identify and drive initiatives that enhance both customer and employee experiences while ensuring alignment with overarching business objectives.

• Key Decision Makers in MTJ Squads as M1, accountable for the overall outcome of the squad's objective and goals to deepen Customer Engagement and deliver a superior customer experience by owning the levers and drivers that impacts the outcome.

Data Analysis and Process Improvement:

• Analyse key performance metrics and customer insights to identify trends, challenges, and opportunities for improvement.

• Prepare detailed data analysis and presentations for informed decision-making, providing actionable recommendations for continuous improvements.

• Track the progress of initiatives against established objectives, ensuring alignment with business goals. Proactively suggest adjustments to optimize performance and achieve KPIs.

Leadership & Management:

• Take the initiative in leading and coordinating cross-functional teams to execute key strategic projects. fostering collaboration among diverse departments to ensure alignment and successful results.

• Demonstrating strong decision-making and problem-solving skills in managing day-to-day operations. Ensure that team activities are aligned with broader organizational goals and contribute to long-term success.

• To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.

Requirements:

• Min 5 years of relevant experience in Customer Service in the Financial Services Industry

• Strong data analytics skills and experience required,

• Strong customer and business focus

• Meticulous and analytical to pre-empt all challenges before implementation

• Conceptual team player to be creative in problem solving while playing by the rules

• Excellent written and verbal communication skills

• Excellent relationship building & management skills

• Inspiring individual and strong team player

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