Senior Manager - Customer Experience

Role & responsibilities

• Team Leadership and Management:
• Supervise and support the Area Office Customer Handling Executives.
• Provide guidance, training, and performance feedback to team members.
• Conduct regular team meetings to review performance, address issues, and share updates.
• Operational Oversight:
• Ensure smooth day-to-day operations of the area office.
• Monitor and analyze customer experience metrics to assess performance and identify areas for improvement.
• Implement and enforce standard operating procedures and best practices.
• Strategic Planning:
• Develop and execute strategies to improve customer service and operational efficiency.
• Set performance goals for the team and ensure they align with overall company objectives.
• Customer Service Excellence:
• Oversee the resolution of complex customer issues and complaints.
• Ensure high standards of customer service are maintained, and customer satisfaction is maximized.
• Compliance and Reporting:
• Ensure adherence to company policies, regulatory requirements, and industry standards.
• Prepare and present regular reports on team performance, customer feedback, and operational metrics to senior management.
• Collaboration:
• Work closely with other departments (e.g., Sales, collections, COPs) to address customer needs and operational challenges.
• Foster a collaborative environment and encourage cross-functional teamwork.
• Process Improvement:
• Identify and implement process improvements to enhance efficiency and service quality.
• Stay updated on industry trends and incorporate best practices into the area office operations.