customer experience manager ( Financial services)Robert Walters PH

Make your contributions count and take the lead to provide the best customer experience in the digital banking world. Be an efficient and effective change agent in the process with this new and exciting Customer Experience Manager (Financial services) job.
About the Customer Experience Manager (Financial services) Role:
In this role, you will optimise entire customer journey, improve customer satisfaction, track customer Progress, improve their experience and conduct surveys such as VoC.
Key Responsibilities:
Prepares and facilitates the monthly Customer Experience Council by providing insights and recommendations based on CX metrics
Ensures that all complaints are handled to the highest quality by driving regular and structured quality checks on complaint logs and resolutions offered to the customers while adhering to established internal policies and external regulations
Account for the reduction and/or close management of complaints volume, with quality being maintained in accordance with regulatory requirements: Complaints volume for both Customer and BSP, First Contact Resolution, Customer Experience Surveys, Net Promoter Score (Customer Loyalty), App Store Ratings, Social Media Ratings
Work with senior management across key stakeholders to constantly challenge status quo or local practices regarding handling customer concerns
Work across business and functions to create an organisational "momentum for change" based around customer obsession principles, ensuring customer experience is optimised by developing an internal engagement programme and rewards and recognition programme
Provide governance on the quality of complaints management and own the end-to-end complaint handling process including the ticket management system, monitoring, and tracking
Knowledge and understanding of complaints data, influence and advise key partners and stakeholders to shape country implementation of strategy and to ensure causes of complaints are managed closely and rectified where required
Support Head of CX in providing a high quality, customer-driven support function
Provide recovery of customer experience through crisis and/or interruption communication caused by system/service issue, review written customer facing communication, and guidance on complex/escalated complaint
To succeed in this Customer Experience Manager (Financial services) role, you must have experience in contact centres in the financial services industry, strong communication and listening skills, strong analytical skills, strong problem solving skills, excellent critical thinking skill, Microsoft Excel and data management skills, experience in process improvement projects, superior sense of urgency, excellent customer orientation skills, project management skills, and the ability to identify and track relevant KPIs. You must also be a fast learner and always aim for superior quality.
Key Requirements:
Diploma/degree holder in any discipline
A minimum of four years' relevant experience
Individuals with prior experience in financial services are preferred
Experience in quality assurance and contact centres is preferred
Ability to effectively prioritise and execute tasks in a high-pressure environment
Able to apply standard CX analytics and generate insights from data
At least had two years of experience in leading a team is preferred
Outstanding record of project management success, both in results achieved and in use of the professional methodology
Expertise in using MS Excel
Experience in MIS Reporting and Process Improvement projects
The company is the most awarded digital bank in the country providing accessible and seamless banking experience to the consumers. The company culture is a thriving fast-paced and highly competitive environment.
If you have the drive and determination to contribute to a growing business, this Customer Experience Manager (Financial services) role is for you.
Apply now to learn more.
Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.