Customer Experience Global Manager

About the role

The Customer Experience Global Manager supports Non-Strategic Global Programs Operations by developing strategies, understanding performance gaps and needs to help drive sustained performance across all supported regions. Enables standardization of processes across geographies, customizing whats necessary. Facilitates alignment with Client Stakeholders and establishes standard processes. Oversees the roles of Customer Experience Senior Team Leader & Customer Experience Team Leader under the CE Department to ensure tasks/responsibilities are carried out effectively and efficiently; Designs and implements career development plans for each role to ensure maximum client, operational, and personal effectiveness; Responsible for final analysis, review & approval of recommendations for improving the quality of service of Operations and maintaining high Customer Experience standards. Supports and manages strategic approach towards Coaching sustainment and correlates it with root cause analysis findings for business development.

Responsibilities:

• Monitoring Quality Metrics: Regularly monitor and analyze key performance indicators (KPIs) such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Call Resolution (FCR), and others relevant to the finance services program.
• Quality Assurance Processes: Monitor and manage a robust quality assurance framework, with processes and procedures tailored to the specific requirements of each LOB and region.
• Performance Reporting: Generate comprehensive reports on quality performance, trends, and areas for improvement. Present findings to senior management and stakeholders, highlighting successes and recommending actionable insights to enhance service delivery.
• Training and Coaching: Collaborate with training teams to identify skill gaps and develop training modules focused on improving customer service quality. Provide regular coaching and feedback sessions to direct reports (QA Team Leaders) to enhance their performance and adherence to quality standards.
• Root Cause Analysis: Conduct root cause analysis on quality issues and customer complaints to identify underlying problems or systemic issues. Work closely with operational teams to implement corrective actions and preventive measures.
• Process Improvement: Continuously assess and refine existing processes and workflows to optimize efficiency and customer satisfaction. Propose and implement innovative solutions to address emerging challenges and capitalize on opportunities for improvement.
• Cross-functional Collaboration: Foster strong relationships with stakeholders across different functions, including Operations, Training, WFM. Collaborate closely with these teams to ensure alignment of quality initiatives with overall business objectives.

Responsibilities

• Experience:

  Minimum 1-2 years of direct people leadership experience in a management (TL/Sr. TL and above) role (Quality Management experience is a plus)

• Industry Knowledge:

  Deep understanding of call center operations, financial services products, and regulatory frameworks governing the industry. Familiarity with best practices in quality assurance and customer experience management.

• Analytical Skills:

  Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and draw actionable insights to inform decision-making and strategy development.

• Communication Skills:

  Excellent communication and presentation skills, with the ability to articulate complex ideas clearly and effectively to diverse audiences, including senior executives and frontline staff.

• Leadership Abilities:

  Effective leadership skills with the ability to inspire and motivate cross-functional teams towards common quality objectives. Proven ability to drive change and influence stakeholders at all levels of the organization.

• Adaptability:

  Flexibility to work in a dynamic and fast-paced environment, with the agility to adapt to changing priorities and business requirements. Ability to work cross-functionally in a global, multicultural environment and ability to travel.

Requirements:

• Proven record on managing stakeholders effectively
• Schedule flexibility.

Skills:

• Analytical Skills
• Problem-solving and decision-making skills.
• Excellent oral and written communication skills
• Leadership.
• Listening skills.
• Autonomy.
• Multitasking skills .
• Management skills.
• Strong Project Management skills
• Stakeholder Management Skills

Knowledge:

• Proficiency in English Language.
• Proficiency with MS Office applications (i.e. MS Word, Excel) & Google G Suite applications
• Proficiency with Google Spreadsheets, Docs, etc.
• Customer Service - Advanced.
• Motivation Theory - Advanced.
• Feedback techniques, learning, and development - Advanced.
• Quality Processes - Advanced.
• Knowledge of Total Quality Management and Business Process Improvement frameworks such as Six Sigma, COPC and ISO.

Studies & Experience:

• Bachelors degree in any field - Desirable.
• Coaching Methodologies/Brilliant Coaching.
• Six Sigma Yellow Belt Training / Certification - Desired, Green Belt Certified, a Plus

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants qualifications, merits, competence, and performance without regard to any characteristic related to diversity.