Customer Service Manager
Full-time
Gratitude Jobs Ahead HR Inc
Qualifications
- Minimum 5 years of experience in financial services, including at least 2–3 years in client services, contact centres, wealth management, investment, or banking environments.
- Contact centre leadership experience is required, including strong knowledge of workforce management, quality assurance, performance coaching, and knowledge management.
- College graduate (Bachelor's degree in Finance, Economics, Business Administration, or a relevant discipline is preferred).
- Experience in service delivery management, with a proven track record of meeting performance targets and managing KPIs and SLAs.
- Demonstrated ability to work with raw data sets to develop tracking and reporting frameworks, with expert-level Microsoft Excel skills.
- Hands-on experience working with delivery partners to implement and configure Salesforce or similar platforms, ensuring business requirements are met and user experience is optimized.
- Experience implementing and supporting client service technologies, including omnichannel platforms and CRM systems.
Position Description
Role Summary
The CSD Manager will lead business process improvement and operational excellence initiatives that drive efficient, effective day-to-day operations within the Contact Centre. This role plays a key part in transforming client interactions into exceptional service experiences through data-driven decision-making, customer experience analytics, and cross-functional collaboration. The ideal candidate is client-focused, technologically adept, and brings deep expertise in service delivery, survey methodology (CSAT, CES, NPS), and interpreting client feedback across multiple channels to inform strategic enhancements within a fast-paced financial services environment.
Key Responsibilities
- Manage overall service delivery to achieve agreed performance targets, uphold service level agreements (SLAs), and contribute to the broader business goals of CI Investments and Assante Wealth Management.
- Lead and execute initiatives to improve contact centre processes, enhance operational efficiency, and deliver excellent client service experiences.
- Map and evaluate key service processes to identify inefficiencies, risks, and improvement opportunities that support long-term operational and client-centric goals.
- Ensure strong controls and monitoring mechanisms are in place to proactively identify and mitigate potential financial and reputational risks.
- Leverage data and analytics to gain insights into client interactions, informing service enhancements and decision-making.
- Develop, track, and report on the status of service improvement projects and operational initiatives, ensuring timelines, scope, and deliverables are consistently met.
- Collaborate closely with internal stakeholders including Client Services, CX, Online Services, Back Office, and other functional teams to resolve issues, align objectives, and maintain a culture of continuous improvement.
- Support the Director, Service Enablement, in developing and implementing business strategies and service enhancements that align with evolving client expectations and organizational goals.
Vacancy posted 4 days ago
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