Senior Manager, Agent Experience
2 weeks ago
We are seeking a seasoned professional to manage our vast network of retail locations across Australia. This individual will be responsible for overseeing the end-to-end lifecycle management of agents, including onboarding and post-activation support.
The ideal candidate will possess excellent leadership skills, with experience in managing large-scale global programs and teams. They should have a proven track record of delivering high-quality results in a fast-paced environment.
Key responsibilities include:
- Managing agent experience lifecycle management
- Implementing process improvements to enhance service quality and cost-effectiveness
- Ensuring efficiency and quality goals are met for all products and operational queues
- Leading day-to-day training and communication initiatives associated with network activities
Requirements for the role include:
- A minimum of 5 years' experience in operations, technology, and process or product management in retail consumer financial services or telecommunications organizations
- Experience in leading and managing large global cross-functional programs
- Excellent written and oral communication skills, as well as the ability to influence peers and stakeholders in business and technical roles
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