Customer Experience Manager

4 weeks ago

Winnipeg, Manitoba, Canada Neo Financial Full time

Shape the Future of Financial Services for Canadians

At Neo Financial, we are committed to creating a more rewarding financial journey for all Canadians.

Working in a fast-paced technology startup is both challenging and exhilarating, and it requires a unique mindset.

Our team is composed of exceptional talent, from innovative creatives to skilled engineers, all contributing to a workplace filled with enthusiasm and purpose.

Founded in 2019, Neo has quickly gained momentum and is recognized as one of the fastest-growing fintech companies in Canada.

  • Ranked as LinkedIn's Top Startup in Canada for the past two years
  • Top-rated mobile applications and credit card offerings
  • Canada's leading credit card provider
  • A diverse team of over 700 professionals
  • Over 1 million customers acquired in just three years
  • Partnerships with more than 11,000 retail outlets

Performance Excellence at Neo

We focus on recruiting and cultivating our organizational culture around the following principles:

Collaboration: We trust, respect, and support one another through both successes and challenges. Our mission is not solely for individual gain but also for our colleagues and, ultimately, our customers.

Accountability: Each of us plays a crucial role in Neo's success, motivating us to take initiative and fulfill our responsibilities. We hold ourselves accountable for our commitments to customers, partners, and teammates, and we strive to improve whenever we fall short.

Integrity: As we ask millions of Canadians to place their trust in us, we maintain the highest standards of honesty and transparency.

The Role:

As the Customer Experience Manager, you will guide and nurture a team of professionals, ensuring they provide outstanding service while enhancing business performance through effective management and strategic execution. If you thrive in a dynamic and evolving environment, you will find a great fit with us.

Key Responsibilities:

  • Supervise and assess customer interactions, evaluating performance based on the GREAT model to ensure consistent and high-quality service delivery.
  • Offer coaching and constructive feedback to develop Customer Experience Specialists (CES) in alignment with the GREAT model. Collaborate closely with Business Partners (BPs) on performance management, conduct side-by-side coaching sessions, and facilitate one-on-one meetings focused on performance, career, and development discussions.
  • Guide Experience Professionals (EPs) to support effective business execution while collaboratively developing their professional growth plans.
  • Take charge of CES objectives and key performance indicators, including behavior monitoring, fraud detection, authentication processes, and efficient complaint resolution. Work with workforce management to ensure optimal team structure and adherence to schedules.
  • Enhance business performance by monitoring schedule adherence, tracking progress through CES development initiatives, fostering a positive workplace culture to improve retention rates, and ensuring high engagement levels while minimizing tardiness and performance issues.

Ideal Candidate:

  • You possess strong analytical abilities combined with a proactive approach to problem-solving, allowing you to identify improvement opportunities and take decisive action.
  • You excel in managing relationships at all levels within the organization, effectively communicating with senior leadership while supporting and guiding your team toward shared objectives.
  • You prioritize customer needs and satisfaction, consistently seeking ways to enhance their experience and exceed expectations.
  • You are skilled at recognizing challenges and developing innovative solutions to overcome them, always striving for the most effective and efficient outcomes.
  • You are dedicated to the professional growth of your team members, actively providing opportunities for learning and advancement.
  • You demonstrate resilience in the face of challenges and adaptability in dynamic environments, maintaining focus on achieving objectives despite obstacles.

Working at Neo Financial

Joining Neo means investing in your potential and discovering your capabilities. As individuals and as a collective, we continually challenge ourselves to deliver our best work. We are driving change at a rapid pace, offering endless opportunities to enhance your skills, broaden your knowledge, and find innovative solutions to complex challenges. This leads to rapid career advancement and ongoing learning opportunities.

The individuals who thrive at Neo are resourceful, determined, and driven to succeed. We hold ourselves to high standards because we are on a mission that matters — to improve financial services for everyone. If this resonates with you, we encourage you to explore further.

We foster an environment of trust, respect, and support. This includes open conversations, regular feedback, and collaboration with colleagues who inspire you to excel. As we evolve quickly as an organization, we work closely together, and the pace of progress may not suit everyone. Thus, we seek change-makers who embrace challenges and prefer to navigate through uncertainty rather than follow a well-trodden path.

Our team members benefit from meaningful equity in the company through stock options, ensuring that Neo's growth rewards everyone who contributes to it. This also entails taking on greater responsibilities than you may have encountered in previous roles. We prioritize results over titles or hierarchy, focusing on what it takes to achieve our mission.

We are committed to equal opportunity and creating an inclusive environment where everyone can thrive. Successful candidates will undergo a security screening, including a criminal records check and a credit check.

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