Overview
Leading financial services multinational; Ambitious change initiative.
Responsibilities
* Design and implement service excellence strategies to enhance customer experience, streamline operations, and improve service delivery.
* Lead cross-departmental initiatives focused on optimizing workflows, reducing service lead times, and increasing operational agility.
* Promote a culture of continuous improvement.
* Collaborate with senior leadership to align operational improvements with business objectives and client expectations.
* Analyze service performance metrics to identify inefficiencies and drive data-informed decision-making.
* Coach frontline and back-office teams on best practices in service quality, process standardization, and change management.
* Champion digital tools and automation to enhance service efficiency and reduce manual effort.
* Ensure compliance with service-level agreements (SLAs), regulatory requirements, and internal quality standards.
* Foster knowledge sharing and operational consistency across service lines and geographic locations.
* Oversee a portfolio of transformation projects, ensuring measurable impact on customer satisfaction and operational performance.
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