Client Experience Operations Manager

Manulife

Mejora experiencias de clientes y asesores como Manager híbrido en Waterloo, aplicando análisis, automatización y liderazgo de equipos nacionales.Manulife busca liderazgo para relaciones con clientes y soporte dentro de Canada Retirement. El puesto coordina servicio, operaciones, desarrollo de equipos y cumplimiento. Además, utiliza métricas, tendencias de servicio y comentarios de clientes para optimizar procesos y recursos.Responsabilidades clave:
Analizar métricas, tendencias y comentarios de clientesIdentificar mejoras de eficiencia y resultados del clienteReclutar, incorporar, capacitar y desarrollar integrantesMantener estándares, procedimientos y recursos de capacitaciónApoyar auditoría, cumplimiento, gobernanza y mitigación de riesgosRequisitos:
5 a 7 años de experiencia relacionadaExperiencia liderando equipos de soporte operativo y atenciónComunicación y construcción de relaciones sólidasExperiencia en mejora continua de procesosDesignaciones CEBS, RPA, CSC o equivalentes preferidasImpulsa excelencia operativa en Manulife mediante análisis, automatización, liderazgo de personas y gestión responsable del riesgo.
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