Senior Client Experience Manager

1 week ago

Kitchener, Ontario, Canada Equitable CA Full time
{"title": "Client Experience Initiatives Lead", "description": "Join Our Team as a Client Experience Initiatives Lead

We are seeking a highly skilled and experienced Client Experience Initiatives Lead to join our team at Equitable CA. As a key member of our organization, you will play a pivotal role in driving our Fair Treatment of Clients (FTC) strategy, ensuring a consistent approach to client experience across the enterprise.

As a Client Experience Initiatives Lead, you will be responsible for developing and implementing guidelines, policies, and practices to ensure fair outcomes for clients in alignment with Equitable's vision and strategy for FTC. You will also identify and communicate strategies that address enterprise risk and opportunities for FTC, using client experience methodologies to enhance our approach.

Key Responsibilities:

  • Develop and implement guidelines, policies, and practices to ensure fair outcomes for clients
  • Identify and communicate strategies that address enterprise risk and opportunities for FTC
  • Utilize data from our client voice program to extract insights that will help refine and strengthen our impact on clients
  • Enhance the FTC monitoring framework, particularly in relation to claims and complaint handling processes
  • Provide clarity within project teams concerning client profiles and their needs

Requirements:

  • Strong leadership and change management experience
  • Strategic thinker with excellent relationship management skills
  • Strong knowledge of regulatory requirements for Fair Treatment of Clients
  • Excellent interpersonal skills to communicate with business partners and provide feedback and coaching to evolve our FTC program
  • Strong collaboration and relationship-building skills
  • Demonstrated experience as a forward thinker and a problem-solver with project management skills and the ability to execute strategic plans

What We Offer:

  • Competitive salary and benefits package
  • Opportunity to work with a leading organization in the financial services industry
  • Collaborative and dynamic work environment
  • Professional development opportunities

If you are a motivated and experienced professional looking to make a meaningful impact in the financial services industry, we encourage you to apply for this exciting opportunity.

", "lang_code": "en"}

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