retention manager - New Zealand / australia financial accountOrtigas, Pasig

Lead, motivate and develop a team of Customer Retention Officers in the day to day management of customer retention and discharge related interactions across multiple channels
Implementation and management of customer retention and loyalty campaign initiatives across all stages of the customer journey after settlement
Increasing customer engagement to be demonstrated through an improved CSAT score
Collaborating with key stakeholders by communicating trends and observations in customer behaviour as well as making recommendations for improvements
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
Delivering enhancements to process with focus on automation, digitisation and efficiencies whilst maintaining compliance requirements
Providing support and technical experience where required in tech upgrade projects
Acting as an escalation point for customers who are dissatisfied with their organization experience to find a resolution and also conduct root cause analysis to identify improvements required to minimize further incidences
Recruiting high quality talent that will be capable of delivering high quality customer interactions
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 with thorough improvement plans in place to ensure business KPI’s are delivered consistently to a high standard
Qualifications:
Call centre/BPO experience in a customer service department including managing a team handling customer interactions across multiple channels
Experience of a New Zealand/Australia customer base would be beneficial
A minimum of 5-7 years experience in the financial services industry
A minimum of 5-7 years in a people management role
Ability to work independently, be proactive and show initiative in a flexible work environment
A proven track record of improving the capability of operational processes and relating qualifications such as six sigma or equivalent
Highly proficient in both verbal and written English
A college degree in a relevant subject is strongly preferred
 
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