AVP/ VP, Client Services Manager, Customer Service Hub

About The Role

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

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.
Incident Management and Resolution: Act as a key rep to escalate and coordinate incidents and issues, swiftly minimizing customer impact and incorporating learnings into journey optimisation.
Customer Centre Demand and Budget Management: Take charge, track and review overall Customer Centre demand and trends, and manage yearly budgeting to improve strategic cost management
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.

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

Min 5 years of relevant experience in Customer Centre or financial industry
Experience in strategizing and implementation of use cases.
Strong customer and business focus
Meticulous and analytical to pre-empt all challenges before implementation. Strong Data Analytics Skills are required.
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