Senior Manager - Customer Experience - BPO

As a Senior Manager - Customer Experience you will:

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

- Handle and manage Escalations and Complaints

- Optimize the process and department response in line with expected outcomes

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

- Develop business cases and drive the adoption of 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

- Engage and develop strong inter & intra department relationships to achieve business goals

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

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

- Drive an innovation culture and customer centricity within team

- Use Customer Satisfaction data to drive improvements in Product, Process and inter department behavior

- Enhance Product, Process to drive fewer customer queries and customer self service approaches

- People Management: Be an effective People Manager to the team

- Actively manage team motivation and well being

- Effectively manage all administrative tasks in the role

- Ensure that individual objectives are in sync with Department & Organization objectives

- Monitor performance actively, provide support where required, manage lack of performance, circumstances in line with prescribed policy

- Oversee recruitment and training programs

- Coach, mentor and develop team members

What expertise & experiences would you need to have to play this kind of role?

- 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 & geographies

- Has a high empathy quotient

- 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

- Hands on experience in quality tools

- Impeccable spoken and written English