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Manager, Analysis and Performance Management
3 months ago
We are seeking a hardworking Manager, Customer Experience (French Bilingual) to join our elite team at Neo Financial in Winnipeg, Manitoba, Canada.
Growing your career as a on_site Manager, Customer Experience (French Bilingual) is a fantastic opportunity to develop important skills.
If you are strong in adaptability, analysis and have the right passion for the job, then apply for the position of Manager, Customer Experience (French Bilingual) at Neo Financial todayAt Neo, we're building a more rewarding financial experience for all Canadians.
Life at a rapidly expanding tech startup is demanding, exhilarating, and not for everyone.
From world-class creative minds to brilliant engineers, it's high-performing people that make Neo a workplace with passion and purpose.
LinkedIn's Top Startup in Canada for 2022 and 2023~ High Performance at Neo
We recruit, hire, and build our company culture around these attributes:
As the Manager of Customer Experience, you will lead and develop a team of professionals, ensuring they deliver exceptional experiences for customers while driving business performance through tactical execution and day-to-day management.
Oversee and evaluate customer interactions, assessing performance based on the GREAT model, ensuring consistency and excellence in customer service delivery.
Provide coaching and constructive feedback to develop Customer Experience Specialists (CES) based on the GREAT model.This includes working closely with Business Partners (BPs) on performance management, conducting side-by-side coaching sessions, facilitating one-on-one meetings for performance, career, and development discussions, as well as conducting group coaching sessions.
Provide coaching and direction to Experience Professionals (EPs) that best support business execution. Also collaboratively building development plans with EPs supporting their professional journey.Take ownership of CES objectives and key performance indicators, including behaviours, fraud detection, authentication processes, and handling complaints efficiently.
Additionally, collaborating workforce management to ensure optimal team composition and adherence to schedules.Drive business performance improvement by monitoring adherence to schedules, tracking progress through CES development initiatives, fostering a positive workplace culture to improve retention rates, and ensuring high lighthouse readership rates while minimizing occurrences of tardiness or other performance issues.
You excel in managing both upwards and downwards within the organisational hierarchy, effectively communicating with senior leadership as well as supporting and guiding your team towards achieving collective goals.
You are adept at identifying challenges and devising creative solutions to overcome them, always striving to find the most effective and efficient ways to achieve desired outcomes.
We hold ourselves to high standards, because we're on a mission that matters — to transform financial services for the better.
Our team members earn meaningful equity in the company through stock options — so Neo's growth benefits everyone who helps make it happen.
Check out these videos from our employees to learn more about Working at Neo .Customers trust us with their finances, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.
Benefits of working as a Manager, Customer Experience (French Bilingual) in Winnipeg, Manitoba, Canada:
- Original job Manager/ Customer Experience /French Bilingual/ - Hiring Urgently posted on GrabJobs .
