Job Title: Contact Center & Customer Experience Strategy and Service Operations Manager with Financial Experience
Position location: NYC / Atlanta, GA/ Chicago, IL (Onsite)
Type of Hire: Full-Time Permanent
Job Description:
- We are looking for a Customer Experience Strategy and Service Operations Manager who will help drive service operations work initially with a focus on Contact Center Transformation.
- The ideal candidate must have a passion for customer and employee experience and be able to think wholistically and connect front stage experiences with back stage people process and technology
- To be successful in this role you must be able to navigate a complex matrixed environment be able to manage competing demands of delivery and business development and be able to offer expertise on numerous customer experience and service operations topics to client executives The manager must be able to lead complex delivery programs across multiple clients while helping to build and scale our Service Operations offer.
- This will require delivering in the market while also supporting business development efforts and coaching and leading multiple resources in various parts of our global business including working with offshore resources.
- Experience with financial service organizations Insurance Banking Wealth and Asset Management is a requirement.
- This role may require travel domestically of the time Responsibilities Support developing content such as thought leadership proposals and client presentations as part of business development efforts.
- Deliver in the market through serving as a program lead on a wide range of service operations related engagements.
- Oversee delivery of work products like service design blueprints strategic roadmaps technology assessments and KPI development documents
- Oversee consultants and work alongside them to deliver against our goals.
- Support new alliance and vendor relationships.
- Develop new tools assets and accelerators that can be used to industrialize the offer Supervisor resources in multiple parts of the business both internally and part of client delivery.
Must Have Skills:
- Experience with financial service organizations Insurance Banking Wealth and Asset Management Strong servant leadership ability
- Executive Prescence and comfort in interacting with senior level executives Prior consulting experience with major complex organizations.
- Ability to analyse complex topics and digest information quickly Ability to create compelling presentations and manage excel efficiently.
- Understand basics of service operations and CX tools ie workflow systems customer feedback systems VOC analytics and how it impacts Service Operations etc
- Understand and map operational processes identifying areas for improvement and implementing solutions to enhance efficiency and effectiveness.
- Understand Contact Center operations including processes and high-level understanding of the underlying technology
- Intellectually curious with strong empathetic people skills and project management skills
- Ability to weave together unrelated components of projects unifying them into a cohesive strategy story.
- Awareness of business financials and how to marry metrics with business financial outcomes Experience running workshops and dynamic client meetings.
- Experience structuring large strategic and transformative delivery programs.
Nice to Have Skills
- Understand CRM Technologies Understand Agile Delivery practices Intermediate knowledge of zero based design and workshop tools
Contact Center & Customer Experience Strategy and Service Operations Manager with Financial Experience