Customer Experience Manager

7 days ago

Toronto, Ontario, Canada Volkswagen Financial Services Canada Full time
Job Description

Job Title: Customer Experience Manager

Company: Volkswagen Financial Services Canada

Job Summary:

We are seeking an experienced Customer Experience Manager to join our team at Volkswagen Financial Services Canada. The successful candidate will be responsible for leading the Customer Advocacy department, focusing on enhancing and continuously improving processes and the quality of service to customers while ensuring regulatory compliance.

Key Responsibilities:

  • Lead the Customer Advocacy department, overseeing the Customer Transition Management, Customer Experience Management, and Risk Mitigation Management activities for the Canadian Market.
  • Develop and implement initiatives that support Customer Advocacy objectives and KPIs (key performance indicators) in order to align to global corporate strategy.
  • Process ownership over area of responsibility: identify opportunities for improvement, recommend and implement changes in current policies and procedures while ensuring compliance with federal and provincial laws.
  • Responsible for being a VCCI Customer Ambassador and developing communications, engaging with business partners, and infusing processes with disciplined cadence supporting the voice of the customer to ensure proper structures are in place to enable our customer centricity strategy.
  • Set and achieve team performance goals with key metrics driving customer's satisfaction and loyalty levels and monitors teams' performance for area of responsibility including analyzing and managing performance, utilizing appropriate escalation, and exception paths.
  • Work with various stakeholders to develop and implement projects and program rules to improve quality and productivity.
  • Ensure departments perform according to established Policies and Guidelines and maintain sound risk management practices.
  • Review and approve exceptions and/or transactions related to consumer accounts falling under authority level and responsible for overseeing the outcome of legal files in order to protect company assets.
  • Collaborate with supervisors to ensure execution of strategic guidelines and develop and maintain comprehensive strategy for sub-prime risk analysis, asset protection and recovery, appropriate for the risk tolerance of the organization.

Requirements:

  • 10+ years of related industry and or automotive experience
  • ~7+ years of experience leading a team responsible for customer servicing, staffing, employee development
  • Communication skills – interpersonal, presentation and written (French & English)
  • Analytical skills – using logic and reason, creative and strategic thinking
  • Computer savvy – skilled in the use of software
  • Resource/Team management - ensuring efficient use of available capacity (planning and assignment of tasks)
  • Staff management skills – set goals, develop business plans, delegate tasks
  • Creative / unconventional thinking
  • Performance driven
  • In-depth understanding of call center operations, performance indicators and knowledge of the overall workflow within the VW Credit organization
  • Ability to partner with other business units to identify and execute on common goals and objectives
  • Proven track record of business performance improvement
  • Effective change management cadence and discipline
  • Proficient in Microsoft Excel, PowerPoint & Word

Education:

Bachelor's degree in business discipline (e.g. Finance, Accounting, Management, Math, etc.)

MBA - relevant master's degree is an asset

Language: English

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