Customer Service & Operations Delivery Manager

Join us as a Customer Service & Operations Delivery Manager

• Well look to you to drive a customer focused culture by developing improvement initiatives to enhance customer satisfaction and improve business efficiency
• Specialising in Customer Contact, youll be delivering successful and appropriate customer and business outcomes through digital channels in a 24/7 environment
• With no two days the same, you can expect lots of variety as you help us deliver a banking service thats beyond whats expected
• We are offering this role at associate level

As a Customer Service & Operations Delivery Manager, youll be providing leadership for escalated incidents and real time issues which impact business performance, making sure root cause analysis is completed to mitigate future risks. Youll also be collaborating with key business stakeholders to input to and understand the business requirements of strategic decisions.

Youll also be:

• Actively participating in initiatives to improve customer service, processes and procedures
• Listening, learning and acting on customer feedback to create a positive customer experience
• Adhering to regulatory frameworks, policies and procedures
• Ensuring a timely and responsive approach to current and emerging risks

To succeed in this role, youll need experience of handling complex customer queries in a real-time customer support environment. Youll also need strong communication, interpersonal and people management skills, with the ability to effectively communicate to key stakeholders through both written and verbal communication mediums.

In addition, youll need:

• Decision making ability, to provide successful customer outcomes
• A strong customer focus and experience in customer service delivery techniques
• The ability to develop and coach others
• The ability to influence continuous improvement in team services, processes and quality

Hours