Senior Manager/Associate Director, Quality and Experience
1 month ago
About the Role
We are looking for a Senior Manager/Associate Director, Service and Process to join our team at Company 28 - Manulife (International) Limited.
The Opportunity
The customer is at the heart of everything we do, and millions of end-users rely on our products daily. We believe in empowering Senior Manager/Associate Director, Service and Process with the resources to solve critical problems for the future of our business, which is why we need you.
Responsibilities
- Support department head in developing programs and roadmaps to pivot a human-centered contact center for servicing customers and distributors.
- Review, design, and execute changes to internal processes, eliminating redundant tasks and driving digital processes for the benefits of customer and staff experience.
- Recognize customer needs and expectations to revamp and modernize contact center systems with a focus on customer experience and human-centered processes.
- Design customer journeys via IVR and Chatbot, optimizing the usage of IVR self-serve functions and promoting STP.
- Use data to identify improvement opportunities and establish actions plans for service and process transformation.
- Partner with the Transformation Team to facilitate the successful implementation of the Digital Customer Leader Agenda for the Contact Center.
- Assist in monitoring hiring progress, FTE trend, cost forecast, KPI performance, and prepare management update materials and presentations.
- Lead review meetings, deliver regular communications regarding center performance progress, areas of attention, and expected improvement actions.
- Work with team heads from different workstreams under the contact center for capacity planning, CSO scorecard, and workforce management.
- Foster staff engagement to energize a diverse team and promote a positive work environment.
What We Offer
- A competitive salary and benefits package.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and a strong work-life balance.
- Professional development and leadership opportunities.
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