Customer Excellence Manager
3 weeks ago
Customer Excellence Manager / Full time / Contract/ Hybrid
Our client, a leading and global insurance organisation, are seeking a Customer Excellence Manager to join them on a full-time permanent basis. You will be responsible for overseeing and managing the senior leadership team within Quality Auditing. Within this role you will play a crucial role in driving the highest standards across all areas.
Role and Responsibilities:
- Work with Team Managers in a collaborative and motivating way and ensure team performance is maximised
- Identify process and procedure improvements
- Drive consistency within customer service
- Ensure KPI’s are achievable with customer principles embedded in every process, whilst continuing to
- Create a positive environment by where you seek out opportunities to congratulate staff for high performance
- Oversee and develop the implementation of quality assurance processes and ensure regulatory compliance is adhered to
- Effective management of the complaints handling process
- Work closely with the technical team to facilitate change and enhance existing systems
- Ensure you work closely with the credit risk team to assess and manage risk strategies and ensure the companies financial interests are protected
Essential Skills:
- Previous experience in managing management with large groups of technical employees
- Solid understanding of people, process and technology drivers in operations
- The ability to work in an everchanging and extremely fast paced environment
- Interested in successful outcomes and effective personal development
- Drives successful results
- Always putting the customer first and ensuring that this is business priority
- Previous experience in the financial services industry is desirable
- Previous experience in managing multiple managers with large teams
Package:
- £500 per day umbrella
- Working for a global insurer
- Hybrid working
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