customer care manager ( Operations Manager) - au / nz financial accountOrtigas, Pasig

Leading specialist teams to manage the resolution of issues whilst also liaising internally with the Legal, Risk & Compliance team and externally with   regulators where required
Deploying a suite of financial assistance options that allows our customers to return to being able to make their regular loan repayments in a timely manner
Undertake robust root cause analysis review of complaints received to identify improvements in process, technology or training in order to minimise further incidences
Delivery of high quality verbal and written customer interactions which supports continuous improvement of the broader company CSAT score
Ensuring all processes are conducted in line with regulation and company policy
Review and improve the line of sight on performance through delivery of a suite of reporting using the PowerBI business analytics tool
Work closely with key stakeholders across all business units to provide insight into complaints received and to track improvement actions
Delivering enhancements to process with focus on automation and efficiencies whilst maintaining compliance requirements
Training and development of the team members and direct reports with effective development plans in order to support their career progression
Effective management of direct reports underperformers with thorough improvement plans in place plans to ensure business KPI’s are delivered consistently to a high standard
Qualifications:
A proven track record of improving the capability of operational processes and relating qualifications such as six sigma green belt or above
Ability to work independently, be proactive and show initiative in a flexible work environment
A minimum of 5-7 years experience in the financial services industry
A minimum of 5-7 years in a people management role
Call centre/BPO experience would be an advantage including managing a team handling customer interactions
Highly proficient in both verbal and written English
A college degree in a relevant subject is strongly preferred
 
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