Service Excellence Manager

3 days ago

City of Kingston, Australia Latitude Financial Services Full time
About the Role

We are seeking a highly skilled Service Excellence Manager to join our team at Latitude Financial Services. As a key member of our Customer Service & Support (CS&S) team, you will be responsible for fostering a culture of service excellence and driving business growth through exceptional customer experiences.

Key Responsibilities
  1. Develop and Implement Service Excellence Strategy: Collaborate with cross-functional teams to design and implement a service excellence strategy that aligns with our business goals and objectives.
  2. Lead and Mentor the CS&S Team: Provide guidance, support, and coaching to the CS&S team to adopt a customer-centric mindset and a commitment to continuous improvement.
  3. Establish Service Standards and Metrics: Develop and communicate clear service standards and performance metrics to ensure high-quality service delivery.
  4. Monitor and Analyze Customer Metrics: Analyze customer metrics such as Call Journey AI, First Call Resolution (FCR), Customer Satisfaction (CSAT), and Call/Digital Quality (CQ) trends to identify areas for improvement.
  5. Develop Strategies for Customer Satisfaction and Engagement: Design and implement strategies to improve customer satisfaction and engagement, resulting in increased loyalty and retention.
  6. Identify and Analyze Key Processes: Identify and analyze key processes within the CS&S team that impact service delivery, and develop solutions to streamline processes and eliminate inefficiencies.
  7. Lead Initiatives for Process Improvement: Lead initiatives to improve service delivery, reduce costs, and enhance customer experiences.
  8. Conduct Regular Reviews and Assessments: Conduct regular reviews and assessments of service delivery performance to ensure alignment with business objectives.
Requirements
  1. Proven Experience in Service Management: Proven experience in a management role within a service environment, with a focus on service excellence and process improvement.
  2. Exceptional Data and Analytical Skills: Exceptional data and analytical skills, with the ability to translate customer data from various sources and translate to improvement opportunities.
  3. Strong Leadership and Communication Skills: Strong leadership, communication, and interpersonal skills, with the ability to build strong relationships with stakeholders.
  4. Strategic Thinking and Problem-Solving Abilities: Demonstrated ability to analyze complex problems, develop solutions, and implement changes.
  5. Project Management Skills: Strong project management skills, with the ability to lead and motivate teams towards achieving common goals.
  6. Customer-Centric Mindset: A customer-centric mindset, with a focus on delivering high-quality service and exceeding customer expectations.
  7. Proficiency in Relevant Software and Tools: Proficiency in relevant software and tools, including Microsoft Office Suite and finance-specific applications.
What We Offer

We offer a comprehensive suite of employee benefits, designed to support your working and personal life. Our benefits include:

  • Flexible working arrangements
  • Hybrid set up - work from home & the office
  • 3 Days paid volunteer leave annually
  • Paid community service leave
  • Paid compassionate/bereavement leave
  • Yearly salary reviews

Successful applicants will be required to complete a background check prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens.

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