Manager Customer Experience

Job Title:Manager - Customer Experience

Reporting to:Executive Head

Alternate Reporting:CEO

Department:Customer Services DepartmentPOSITION SUMMARY

This position has a key role in ACE Money Transfer as it focuses on leading the company globally into the fast-paced world of customer needs in the digital age.Manager - Customer Experience will be responsible to oversee the Remitter Services Unit, Beneficiary Services Unit and compliance layer 1 teams to give excellent customer service to ACE Customers. Further needs to coordinate and work with other departments like Compliance Department, Product & sales Department, and ACE Software Centre teams to analyse, recommend, and execute continuous improvement and best customer experience initiatives.Manager - Customer Experience will work on every customer's touchpoint with our organisation to make their experience remarkable.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.

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 customer complaints to resolve them proactively.

Ensure processes and service standards match with regulatory requirements.

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 used to track, oversee and organize every interaction between the customer and the Company.

Building a system that can gather customer feedback and reviews on internal as well as external platforms.

Incorporate Customers' Feedback in developing processes, system and procedures.

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.

Working on initiatives to improve processes and systems to reduce the number of calls and chats of the customers.

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 suitably trained.

Conducting team's Performance Assessments.

Conducting periodical performance appraisal of all Department staff.

Reviewing and updating Departmental Job Descriptions and Standard Operating Procedures.

Making Service Level Agreements (SLA) with other departments.

Doing customers' data analysis to take connected decisions.

Assess performance with the principal metrics.

Ensure Team Management and availability of staff in different shifts.

Defining departmental functions and assessing departmental workload.

Making and submitting Quarterly, Biannual and Annual Department reports.

Providing regular periodic reports to top management.

Making Department Plans and proposing the connected budget.

Conducting or directing periodic internal reviews and audits.

Assisting internal or external auditors in their reviews and audits.

Performing other relevant tasks assigned by the Executive Head/Directors.

Collect and analyse 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.

Proficient in MS Office and call centre 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.

5 Days work week.www.acemoneytransfer.com/company-profile#J-18808-Ljbffr