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Manager of Customer Experience and Performance

2 months ago

Winnipeg, Manitoba, Canada Neo Financial Full time

About the Role:

We are seeking a highly skilled and experienced Manager of Customer Experience and Performance to join our team at Neo Financial. As a key member of our organization, you will be responsible for leading and developing a team of professionals to deliver exceptional customer experiences while driving business performance.

Key Responsibilities:

  • Lead and develop a team of Customer Experience Specialists to deliver exceptional customer experiences and drive business performance.
  • Oversee and evaluate customer interactions, assessing performance based on the GREAT model to ensure consistency and excellence in customer service delivery.
  • Provide coaching and constructive feedback to develop Customer Experience Specialists based on the GREAT model.
  • Collaborate with Business Partners on performance management, conduct side-by-side coaching sessions, and facilitate one-on-one meetings for performance, career, and development discussions.
  • Drive business performance improvement by monitoring adherence to schedules, tracking progress through Customer Experience Specialist development initiatives, and fostering a positive workplace culture to improve retention rates.
  • Take ownership of Customer Experience Specialist objectives and key performance indicators, including behaviors, fraud detection, authentication processes, and handling complaints efficiently.
  • Collaborate with workforce management to ensure optimal team composition and adherence to schedules.

Requirements:

  • Proven experience in managing customer experience and performance teams.
  • Strong leadership and coaching skills to develop and motivate team members.
  • Excellent communication and interpersonal skills to effectively communicate with senior leadership and team members.
  • Ability to identify challenges and devise creative solutions to overcome them.
  • Strong analytical and problem-solving skills to drive business performance improvement.
  • Experience with performance management and development initiatives.

What We Offer:

  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.
  • Meaningful equity in the company through stock options.