Service Excellence Manager

3 months ago

Melbourne, Australia Latitude Financial Services Full time

The Service Excellence Manager in Customer Service & Support (CS&S) is responsible for fostering a culture of service excellence within the CS&S team. This role focuses on enhancing the customer experience, improving operational processes, and implementing best practices to ensure the highest standards of service delivery.

The Service Excellence Manager will work closely with the onshore CS&S team members and stakeholders, internally as well as outsource/offshore teams, to identify areas of improvement, develop strategies, and lead initiatives that enhance quality, accuracy, and customer satisfaction.

Let’s look at some key responsibilities:
- Develop and implement a service excellence strategy that aligns with the business goals and objectives.-
- Lead, mentor, and inspire the CS&S team to adopt a customer-centric mindset and a commitment to continuous improvement.-
- Establish and communicate clear service standards and performance metrics.-
- Monitor and analyse customer metrics such as, Call Journey AI, First Call Resolution (FCR), Customer Satisfaction (CSAT), Call/Digital Quality (CQ) trends and defect/incident trends, to understand areas to focus on, in order to meet the customer needs and expectations.-
- Develop and implement strategies to improve customer satisfaction and engagement.-
- Identify and analyse key processes within the CS&S team that impact service delivery.-
- Lead initiatives to streamline processes, reduce inefficiencies, and eliminate redundancies.-
- Conduct regular reviews and assessments of service delivery performance.Ideally, we're looking for the following:
Let’s look at you:
- Proven experience in a management role within a service environment, with a focus on service excellence and process improvement.-
- Exceptional data and analytical skills with the ability to translate customer data from various sources and translate to improvement opportunities-
- Strong understanding of finance processes, regulations, and best practices.-
- Excellent leadership, communication, and interpersonal skills.-
- Demonstrated ability to analyse complex problems, develop solutions, and implement changes.-
- Strategic thinking and problem-solving abilities.-
- Strong project management skills.-
- Ability to work collaboratively and build strong relationships.-
- Customer-centric mindset with a focus on delivering high-quality service.-
- Strong analytical and decision-making skills.-
- Ability to lead and motivate teams towards achieving common goals.-
- An exceptional communicator with attention to detail- Sounds like you? That's a good sign In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.
- We're Latitude, partners in money Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans, and insurance is what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Act Right, Show Care, Be Curious. Yearly salary reviews.- Successful applicants will _be required_ to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens._

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