Service Excellence Manager

2 weeks ago

Toronto, Canada Ten Full time

You will act as an independent guardian of service standards within the business, assessing and understanding the quality of our service delivery to members. You will work alongside the Training, Client Services and the Operations teams to ensure we consistently improve in line with corporate requirements as well as our vision to become the most trusted company in the world delivering personalized services to individuals.

**Reasonable Accommodations Statement**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:

- **Manage Ten North America’s QA (Quality Assurance) standards and processes. (55%)**:

- Manage the QA process to ensure calls and requests are monitored and scored on time each month within each team. This will require:

- Selecting calls and requests to be monitored each month
- Setting up call and request monitoring tasks to be completed in each team
- Working with the allocator to ensure these are delegated and completed on time
- Organize and manage call listening sessions directly with Client
- Work with the training team to ensure all corporate program-specific expectations are understood and communicated to TMs, LMs and the rest of the Ops team
- Handle administrative support activities, which include, but are not limited to answering inquiries, maintaining calendar and reservations, distributing information and sending/receiving mail.
- Assisting with SLAS: including jobs and calls and TTS creations when needed.
- Manager on Duty: may be required periodically
- **Escalations Process Adherence and Communication (10%)**:

- Ensures complaints are managed within SLA and within individual teams
- Manage any complaint raised by a corporate contact, providing an analysis and summary of any process changes
- Lead on decreasing our levels of negative feedback by owning the process for ensuring the accurate record and log negative feedback from members, allowing us to learn from mistakes and ensure improvements are made by all service delivery teams.
- Lead on increasing our levels of positive feedback by working with the TMs and LMs to ensure LMs are logging all positive feedback they receive from members
- **Report to the accounts and Ten on QA trends to drive service improvements (15%)**:

- Prepare monthly QA results in a format ready to present to the Account Manager and Head of Service Quality that will deliver to clients.
- Create trend reports based QA results and ensure they are communicated back to TMs, training and OPS teams to enable them to drive informed and targeted service improvements.
- Preparing and providing analytical data and reports to Operations, Client Services, and other support groups within Ten.
- **Identify opportunities and work with the training team to drive service improvements (15%)**:

- Coach TM’s/LM’s on client requirements for service improvement **Ongoing, weekly specialist team huddles for specific updates on SI**:

- Report back to the business on your areas of responsibility and contribute to the ongoing review and documentation of best practice business processes and standards.
- Contribute to a monthly forum with Operations Manager and key stakeholders (would include client services, operational TM, Training) to identify and understand opportunities to improve (trends) within the business.
- Seek to prioritizes the issues that will make the biggest improvements to service quality that will be noticed by the client and the member.
- Work with the service delivery teams to put solutions in place.
- Assess the success of changes made through targeted quality audits.
- Where appropriate, lead on projects that improve the service across teams and schemes.
- Attend train the trainer and regular refresher sessions to build and maintain your knowledge of corporate programs
- Liaise with the operations teams to determine program training required for existing team members and new starters prior to onboarding
- Deliver training with a focus on practical learning, running group role-plays and test calls based on real-life scenarios if needed.
- Assist in creating new coaching techniques and programs to drive improvements.
- **Other duties as reasonably required (5%)**

**BEHAVIORAL EXPECTATIONS**:
As an SE you will be expected to role model the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering. This means you will deliver the highest level of service to our clients and treat all Ten employees you train as your personal clients. You will be resourceful in finding ways to improve training programs and streamline processes for future efforts, promoting efficiency of resources and business practices.

**SUPERVISORY RESPONSIBILITIES**:
No current direct supervisory responsibilities

**JOB REQUIREMENTS**:
EDUCA

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