Customer Operations Manager

Job Summary

The Customer Operation Manager responsibilities include development of strategies to collate, resolve, monitor and improve customers experience across all our touch points in a timely fashion. This role plays an important part in our Consumer customer experience and retention strategy. Our ideal candidate will be responsible for monitoring customers' experience across our touch points like consumer app, agent location, branches, and sales force contact. He will also be a source of improvement to our products by working closely with the technical product managers in ensuring products meet customers' needs.

  • Minimum Qualification: Degree
  • Experience Level: Senior level
  • Experience Length: 5 years

Job Description/Requirements

Responsibilities:

  • Monitor and ensure effective customer support service across all touchpoints  
  • Setup and manage new experience touchpoint like contact center 
  • Develop customer experience monitoring product that uses data to detect poor experience on digital products 
  • Track issue resolutions across all touchpoints using an issue resolution system
  • Build an intelligent system to monitor and rank frequent customer issues for quick resolutions 
  • Work closely with technical products manager advising on frequent customers complaints and possible improvement 
  • Monitors frauds on products and build intelligence around the fraud patterns to advise technical product managers

Requirements:

  • At least 5 years proven experience in customer services processes and issue resolutions in retail business or financial services
  • Experience with contact center processes or business
  • Retail banking experience will be an added advantage
  • Familiarity with deriving intelligence from data.
  • Experience with managing/coordination of large team
  • Excellent communication skills.
  • Resourcefulness and troubleshooting aptitude.
  • Attention to detail.
  • Minimum of Bachelor's Degree.

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