Client Experience Director

5 days ago

Sydney, New South Wales, Australia beBeeLeadership Full time $90,000 - $120,000

Lead a high-performing team of Service Agents to deliver exceptional client service and drive business growth.

Key Responsibilities
  • Strategically lead the Service Agents team to meet or exceed productivity targets, member fulfillment rates, and compliance requirements.
  • Develop and execute daily operational plans to ensure seamless delivery of services to clients and internal stakeholders.
  • Analyse data to identify trends, areas for improvement, and opportunities to enhance the client experience.
  • Identify and implement process improvements to increase efficiency, reduce costs, and enhance customer satisfaction.
  • Collaborate with the Head of Digital Operations to develop and implement organisational strategies that drive business outcomes.
Requirements
  • Extensive knowledge of retail banking products and the Australian market.
  • Relevant Tier 2 qualifications in finance.
  • 5+ years' experience in leading contact centre teams or equivalent.
  • Excellent communication, problem-solving, and leadership skills.
  • Strong attention to detail and ability to manage multiple priorities.

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