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Service Excellence Manager
2 months ago
Latitude Financial Services is seeking a highly skilled Service Excellence Manager to join our Customer Service & Support team in Melbourne, Australia.
The Service Excellence Manager will be responsible for fostering a culture of service excellence within the CS&S team, enhancing the customer experience, and improving operational processes. This role will involve working closely with the onshore CS&S team members and stakeholders to identify areas of improvement, develop strategies, and lead initiatives that enhance quality, accuracy, and customer satisfaction.
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.
- 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.
- Proficiency in relevant software and tools, including Microsoft Office Suite and finance-specific applications.
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.
Recognition @ Latitude: Education support, Better giving programme with charity partners, Latitude matches dollar for dollar and Community partner days.
Flexibility @ Latitude: Flexible work arrangements - balance work and personal responsibilities, 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 (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens.
Job ID R6779
