Customer Experience Manager
CIMB Bank Philippines
- Taguig, Philippines28th Floor ORE Central, 31st Street , Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Job closed.
Job Description
Strategy and Planning
- Create a service strategy and business plan via the key customer touch points, i.e. Call Centres, Non-Voice channels, Customer Resolution Unit and Preferred Services.
- Maintain up-to-date knowledge of industry trends and development and introduce best practices Into Contact Centre.
- Champion performance-enhancing initiatives in improving the productivity of the Call Center (eg. Offloading Call Centre volume) - Champion Customer Complaint Handling by engaging closely with Product/Business Owners on process reengineering, i.e. analyze root causes, revise SOP and reduce complaint incidence.
- Identify key objectives, financial and other performance measures for the department.
Business Performance and Operations Management
- Monitor the department’s cost and staffing to ensure we maintain a cost-effective staffing model and a highly professional team in excellent service delivery.
- Identify every opportunity from process improvement and system automation to improve service delivery and value-added opportunities for both clients and businesses.
- Keep abreast of the performance standards in the industry such as cost, HCs, remuneration, service delivery, system robustness &, etc and implement short/long term initiatives to improve Contract Centre overall operations management.
- Lead the monthly dashboard meeting with specific agenda (for e.g. complete periodical review of the Contact Call Centre to benchmark performance and improvement opportunities, products, and services updates, share commercial market activities, etc
- Assign work, set completion dates, review work, and manage the performance of the team.
Regulatory Compliance
- Ensure compliance with regulatory requirements and external auditors.
Minimum Qualifications
- Diploma/Degree holder in any discipline.
- A minimum of 5 years of relevant experience
- Individuals with prior experience in Financial Services or Credit Card Services are preferred
- Must have previously had work experience in a contact call center environment (BPOs)
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Able to apply standard contact center analytics and generate insights from data
- At least had 2 years of experience in coaching for team leaders & customer service executives
- Outstanding record of project management success, both in results achieved and in use of the professional methodology.
- Ability to adapt to shifting priorities, demands and timelines through analytical and problem-solving capabilities
- Analyze processes under control to identify gaps & suggest improvements
- High proficiency in English and Filipino Language (Verbal & Written) and presentation skills
Perks and Benefits
- Retirement Benefit Plans
- Special Leave Benefits for Women
- Paid Holidays
- Medical / Health Insurance
- Paid Sick Leave
- Paid Bereavement/Family Leave
- Life Insurance
- Paid Vacation Leave
- Transportation Allowances
- Maternity & Paternity Leave
- Medical, Prescription, Dental, or Vision Plans
Required Skills
- Auditing and Compliance
- Analyzing Data
- Customer Service
- Problem Solving
- Technical Skills
- Data Analysis
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Customer Service
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- 31st Street, Taguig, Metro Manila, Philippines
- Industry
- Banking/Financial Institutions
- Vacancy
- 1 opening
About CIMB Bank Philippines
Why We Exist:
The most awarded digital bank in the Philippines.
We entered the Philippines market to spark the future-ready, customer-obsessed transformation in the Banking sector. Since our launch, we have rallied behind the vision of bringing an accessible and seamless banking experience to the consumers while helping them achieve financial freedom. We aim to be the most trusted digital bank for every Filipino.
The People & Culture:
We call ourselves CIMB Mavericks - unique individuals who are thriving in a fast-paced and highly competitive environment. Everyone who joins CIMB Bank is not afraid to own big responsibilities and are very persistent in creating new ways to achieve our goals. Aside from looking after our own successes, we embody malasakit and ensure that we also take care of our colleagues’ feat. Every day we are fueled by our shared purpose. To top it off, we thrive in a modern work environment which allows us to be fun to the core.