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Senior Operations Manager
4 meses atrás
We're on the hunt for a Senior Operations Manager who will collaborate with the Customer team, ensuring that customers receive a high level of support and satisfaction using robust operational processes for all Claims, Customer service and Customer Rewards operations and during the use of Systems to effectively support these operations.
What you will do:
- Support the execution of the Customer strategy in line with the overarching business strategy.
- Develop and optimise customer processes to enhance efficiency, responsiveness, and overall customer satisfaction.
- Ensure that Customer processes are clearly defined and documented in Standard Operating Procedures and ensure optimal training is conducted in line with Standard Operating Procedures
- Monitor and measure customer satisfaction levels, implementing strategies to improve satisfaction, and addressing customer concerns or complaints.
- Implement and leverage customer tools and technologies to streamline processes, improve communication, and enhance the overall customer experience.
- Establish and track key performance indicators (KPIs) to evaluate the effectiveness of the customer team and identify areas for improvement.
- Work closely with other departments, including Brand, Distribution, and Product, to ensure a unified approach to customer satisfaction and problem resolution.
- Gather and analyse customer feedback to identify trends, areas for improvement, and opportunities to enhance products or services.
- Handle escalated customer issues and resolve complex problems, especially during critical situations or crises.
- Ensure all partners have appropriate operational SLA’s in place to deliver on strategic objectives.
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