Manager/Senior Manager - Customer Relationship - FinTech

Customer Relationship Manager/Senior Manager

- Our Client is the most promising Fintech companies globally.

- Manager /Senior Manager-Customer Experience/Service, you will :

- Manage the overall day-to-day operational processes within the Customer Experience Operations for Chats, Emails, Calls

- Handle and manage Escalations and Complaints

- Optimize the process and response in line with expected outcomes

- Track and analyze metrics to determine efficiency opportunities and improvement areas

- Develop business cases and drive the processes that streamline operations

- Organize workflow to meet customer timeframes (SLA)

- Analyse data and compile accurate reports

- Work with Product & Technology teams for both new features, products and fixes

- Take ownership of customers issues and follow problems through to resolution

- Own Product and Process gaps to improve both end Customer Experience

- 10-15 years of total experience with 3+ years as a Manager in Voice, Chat, Email operations

- Has led teams of 50-75 members, in Customer Service across multiple geographies

- Has helped build and sustain Customer Service capability around new products

- Demonstrates professional maturity and leadership skills with strong interpersonal and networking skills

- Has strong business acumen and problem-solving ability. Has good project management skills and can prioritize, organize and execute tasks with minimal supervision

- Can translate strategic decisions and thoughts to executable & implementable Ops - processes

- Possesses excellent analytical skills and good understanding of business models

- Deep experience in managing Customer Service KPIs, CSAT and NPS

- Hands-on experience in MS Office and tools within it

- Experience in a Fintech, Cards, Payments, Financial Services environment preferred

- Has end user understanding & hands on experience in supporting UAT

- Can communicate Business Requirements to Product &Tech