Customer Experience Manager

3 weeks ago

Winnipeg, Manitoba, Canada Neo Financial Full time

Shape the Future of Financial Services for Canadians

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

Working in a fast-paced tech startup environment is both challenging and exciting, making it a unique place for those who thrive under pressure.

Our team comprises exceptional talents, from innovative creatives to skilled engineers, all contributing to a vibrant workplace driven by passion and purpose.

Founded in 2019, Neo has rapidly gained momentum and is recognized as one of the leading fintech companies in Canada.

  • Named LinkedIn's Top Startup in Canada for consecutive years
  • Highly rated mobile applications and credit card offerings
  • Canada's most trusted credit card provider
  • A growing team of over 700 professionals
  • Achieved over 1 million customers in just three years
  • Established partnerships with over 11,000 retailers

Our Commitment to Excellence at Neo

We prioritize hiring and cultivating a company culture that embodies the following values:

Collaboration: We foster an environment of trust, respect, and encouragement, supporting one another through challenges and successes alike. Our mission extends beyond individual achievements to encompass the well-being of our colleagues and customers.

Accountability: Every team member plays a crucial role in Neo's success, and we take ownership of our responsibilities. We are committed to fulfilling our promises to customers, partners, and each other, and we strive for continuous improvement.

Integrity: As we ask Canadians to trust us with their finances, we uphold the highest standards of ethical conduct and accountability.

The Position:

As the Customer Experience Manager, you will guide and mentor a team of professionals, ensuring they provide outstanding service while enhancing business performance through effective management and execution.

Key Responsibilities:

  • Monitor and assess customer interactions, applying the GREAT model to ensure consistent and high-quality service delivery.
  • Offer coaching and constructive feedback to Customer Experience Specialists (CES), collaborating with Business Partners (BPs) on performance management and facilitating coaching sessions.
  • Provide guidance to Experience Professionals (EPs) to support effective business execution and develop personalized growth plans.
  • Take charge of CES performance metrics, including behavior, fraud detection, and complaint resolution, while working with workforce management to optimize team structure and schedule adherence.
  • Enhance business performance by tracking adherence to schedules, monitoring CES development initiatives, and fostering a positive workplace culture to improve retention and performance.

Ideal Candidate Profile:

  • You possess strong analytical abilities and a proactive mindset, enabling you to identify improvement opportunities and implement effective solutions.
  • You excel in managing relationships across all levels of the organization, effectively communicating with leadership while supporting your team in achieving shared objectives.
  • You prioritize customer satisfaction, consistently seeking ways to enhance their experience and exceed expectations.
  • You are skilled at identifying challenges and crafting innovative solutions to overcome them, always aiming for the most effective outcomes.
  • You are dedicated to the professional development of your team, actively creating opportunities for growth and advancement.
  • You demonstrate resilience and adaptability in dynamic environments, maintaining focus on objectives despite challenges.

Working at Neo Financial

Joining Neo means investing in your potential and unlocking new opportunities. We continuously challenge ourselves and each other to achieve excellence. Our rapid pace of change provides ample chances to refine your skills, broaden your knowledge, and tackle complex challenges.

Individuals who thrive at Neo are resourceful, determined, and driven to succeed. We uphold high standards because we are committed to making a meaningful impact in the financial services sector. If you share this vision, we encourage you to explore further.

We foster a culture of trust, respect, and collaboration, promoting open communication and constructive feedback. As we evolve as an organization, we seek individuals who embrace challenges and prefer to navigate uncertainty rather than follow a conventional path.

Our team members benefit from meaningful equity through stock options, ensuring that Neo's growth rewards those who contribute to our success. We prioritize results over titles, focusing on achieving our mission.

Equal Opportunity Commitment

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

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