Customer Service Manager, Financial Services Job at Salmat, Auckland, Manukau & East Auckland
- Location:
- Auckland
- Manukau & East Auckland
- Work type:
- Full Time
- Classification:
- Banking & Financial Services
- Credit
CUSTOMER SERVICE CENTRE MANAGER, FINANCIAL SERVICES
Salmat engages in more than 100 million conversations per year. Through our contact centres, Salmat utilises world class technology and highly trained staff to handle customer interactions on behalf of our clientele.
Salmat is looking for a highly experienced, goal orientated and focused Customer Service Centre leader to take on the role ofCustomer Service Centre Manager – Financial Services. You will be responsible for the successful launch and ongoing holistic management of a new Auckland based Customer Service Centre on behalf of our major Australian and New Zealand client.
You will be operating a high pressure, 24×7, professional customer focused service environment managing over 50 frontline staff. Your new role will be both complex and challenging and requires an inspirational leader who is service quality, cost and performance focused. The nature of the services provided is such that processing issues or delays or errors will almost inevitably result in serious financial losses or poor customer service. A high level of control is essential to minimize these risks whilst delivering outstanding experiences for customers.
You will have significant Financial Services sector experience, specifically in running a Financial Services Customer Service Centre, ideally in the credit card business.You will be well versed in Customer Service Centre operational, financial and quality metrics. You will also have a proven track record in building and sustaining a continuous service improvement culture.You will demonstrate client relationships management skills and be a motivational leader, capable of creating a positive work environment with committed staff.
Responsibilities for this role include but are not limited to:
- Effectively implementing the agreed Customer Service strategy
- On target delivery of the overall service levels and contact centre performance metrics
- Managing the day to day operation to meet commercial and financial targets
- Managing the business autonomously and fostering continuous improvement in cost efficiency and customer service
- Achieving high staff engagement and retention
- Regularly providing reporting to the client on customer feedback and complaints
- Identifying, documenting and implementing service improvements in process and policy as agreed with the client.
- Identifying training needs and utilising coaches or Team Leaders to continually improve agent and team performance.
- Fostering a positive client relationship
- Attending weekly, monthly and quarterly operation review meetings
- Attending daily client operation meetings when required
- Working closely with the workforce planning team to ensure accurate forecasting and capacity planning
- Producing analysis and insightful reporting in line with the Governance Framework
- Overseeing the resolution of escalated issues and customer disputes in line with policy and procedure.
To be considered for this role, you must demonstrate the following relevant skills and experiences including:
Qualifications, Experience and Skills
A post graduate diploma or degree in any discipline. Higher qualification not a bar provided aspirations commensurate with positionProven experience as Contact Centre Manager of a Financial Services Credit Card Customer Service CentreAt least 3-5 years experience in a management position with exposure to appraisals, counseling, team building and staff developmentStrong leadership and decision making skills evidenced by achievement of objectivesStrong organisational and planning skills in a high pressure environment Highly professional work ethics and a Customer Service orientation Ability to build and maintain relations with internal and external clients Experience of successfully managing and developing high performing teams in a previous management roleEvidence of delivering complex process improvements including business case development, stakeholder communication and change management activityEvidence of strong analytical, statistical and data mining skills to study trends, make projections and to interpret numeric and qualitative informationExtensive experience of developing and communicating management information with senior stakeholdersCommercial contract management experience. In particular, delivering on financial KPIs, service levels and customer experience metrics such as Net Promoter.
There is no doubt this is an exciting opportunity and one that requires someone with significant experience in Customer Service Centre Management as well as a proven track record in leading through example. Apply today!