Customer Experience Manager

JOB RESPONSIBILITIES:

• Understanding customers and their specific needs to provide effective service solutions.
• Managing the Remitter Services Unit, Beneficiary Services Unit, and Compliance Layer 1, Teams to ensure seamless operations.
• Lead and Inspire teams to be passionate and innovative in their approach to the best customer experience and be the cultural change agents striving for excellence & also play a pivotal role in reshaping organizational norms and values to prioritize customer satisfaction.
• Ensure the system, processes and procedures are in place to deliver rapid and excellent customer services to both the remitter and beneficiaries.
• Taking initiatives and coordinating with relevant departments to make the entire remittance transaction process transparent and easy for the customer.
• Take Initiatives to drive customer retention, reduce churn rate, and increase customer satisfaction.
• Map the customers journey and identify opportunities to proactively intervene on the customer’s behalf.
• Ensure Compliant handling and identifying the root cause of the customer complaints to resolve them proactively.
• Ensure processes and service standards match with regulatory requirements as Customer service and complaint handling has specific requirements from the Financial Conduct Authority (FCA) in the UK, CBI in Ireland and same in other sending corridors as well.
• Guide team in effective customer issues resolution and handle any escalations.
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.
• Test new strategies for driving customer value.
• Continually review and evolve the processes of ACE Money Transfer used to track, oversee and organize every interaction between the customer and the Company throughout the lifecycle.
• Building a system that can gather customer feedback and reviews on internal as well as external platforms.
• Ensure that those reviews and feedbacks are properly addressed and monitored by customer experience team.
• Incorporate Customers’ Feedback in developing processes, system and procedures and feed same to the sales, product, marketing, compliance and other function to improve the overall customer experience.
• Taking Initiatives and coordinating with all stakeholder departments in making the system easy and user-friendly for new customer onboarding.
• Help building ACE app and website with automation of customer services in a way that it should provide a self-help option to the customer instead of reaching ACE customer services teams for help on minor things.
• Working on initiatives to improve processes and systems to reduce the number of calls and chats of customers, either for assistance or for complaints.
• Developing and improving IVRs and chatbots.
• Ensure regular Team Training on product knowledge, Customer Services and other connected topics.
• Ensure all customer services people are suitability trained and have the requisite level of knowledge to perform their roles.
• Conducting team’s Performance Assessments by regularly reviewing improvement calls highlighted by the Quality Assurance Department and giving employee feedback on HRMS.
• Conducting periodical performance appraisal of all Department staff with the support of the human resource department.
• Reviewing and updating Departmental Job Descriptions and Standard Operating Procedures.
• Making Service Level Agreements (SLA) with other departments and with payout partners to improve service levels for ACE customers.
• Doing customers’ data analysis to take connected decisions to improve customer lifecycle.
• Assess performance with the principal metrics (accuracy٫ call-waiting time٫ etc.)
• Ensure Team Management and availability of staff in different shifts as per workload on those hours/shifts.
• Defining departmental functions and assessing departmental workload, and identifying vacant posts required to be filled in the department in consultation with HRD.
• Making and submitting Quarterly, Biannual and Annual Department reports to the Management
• Providing regular periodic reports to top management on highlighted compliance activities and significant customer-related issues (if any).
• Making Department Plans and proposing the connected budget.
• Conducting or directing periodic internal reviews and audits to ensure that department procedures are followed.
• Assisting internal or external auditors in their reviews and audits.
• Performing other relevant tasks assigned by the Executive Head/Directors.
• Collect and analyses calls statistics.

Required Skills:

• Exceptional Customer Services skills
• Create efficient and effective procedures.
• Excel at workforce management
• Help to achieve service levels.
• Change management skills.
• Conflict Management skills
• Leadership skills
• Outstanding communication & Interpersonal skills
• Proficiency in English speaking
• Know the audience.
• Delegating tasks
• Diplomacy
• Accessible and approachable
• Problem solving approach.
• Positive attitude
• Emotional intelligence.
• Technology adaptability

Other Requirements:

• Minimum Graduation in any related field.
• Minimum five (5) years of managerial experience in customer services within the International call centre environment.
• Experience in Banking & Financial Industry will be a plus.
• Knowledge of performance evaluation and customer service metrics.
• Solid understanding of reporting and budgeting procedures.
• Experience in basic financial analysis (Cost and benefit analysis, Budgeting etc.)
• Proficient in MS Office and call center equipment/software.

Benefits entitlements:

• 1000 CC vehicle entitlement
• Fuel entitlement 
• Provident Fund
• Medical cover
• Life Insurance
• Mobile with free air time
• Free meals
• Free executive bachelors accommodation
• Paid Leaves including Annual Leaves, Casual Leaves, Sick Leaves, Medical, Bereavement, Wedding, Umrah and Hajj Leaves