Global Customer Care Operations Manager

April 18

Tala

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The mobile app revolutionizing financial services, globally.

Mobile Technology • Credit Scores • Financial Inclusion • Big Data • Economic Development

501 - 1000

Description

• Focused on ensuring that Global Customer Experience Operations effectively supports the CX Teams in markets and that this global team drives the center of operational excellence while delivering customer delight specifically for Customer Care functions, processes and key metrics • Mainly responsible for managing the effectiveness and efficiency of Zendesk, Freshdesk, KYC platforms, KYC & Customer Care Voice of the Customer feedback loop, Global CC Learning & Development Programs, Global CC related Policies and Procedures, Global CC performance dashboards • Expected to drive strong partnerships and collaboration with global and in-market stakeholders in order to deliver OKRs and related tactics & initiatives • Owns global Customer Care & KYC platforms, design & execute optimal user & agent experience interfaces fit for business & market needs, manage KYC & Tickets platform related expenses such as but not limited to licenses, functionalities, etc. • Review existing platforms for viability of contract renewals and recommend revisions as deemed fit • Review other platform options and recommend any changes with existing partners as needed • Leverage technology and data to identify opportunities to improve collections and customer experience • Manage & align key metric definitions and performances for Customer Care, KYC and Voice of the Customer globally, manage & ensure relevance & effectiveness of the Global CX Performance dashboards • Support Global Ops Analytics in staffing & service level benchmarking work streams as needed • Drive development and training initiatives • Ensure effectiveness of the Global Learning & Development initiatives such as but not limited to product launch trainings, CC & KYC Training curriculum & other related programs, improve policies and procedures • Drive global standards for controls and process improvements in collaboration with CX & non CX stakeholders • Drive relevance & alignment to ops related policies & procedures • Evaluate & execute process & strategy improvements especially those that will drive global impact • Project management • Manage Customer Care & KYC projects of Global CX • Show up as a strong leader in the customer experience team, strong and reliable partner for market operation leads, regular communication with the team, management & stakeholders in and outside of CX, clear upward communication on wins and challenges of the teams with regards to KPIs, strong back up for the Global CX Operations Senior Director

Requirements

• Minimum 7 years of combined Customer Care & KYC experience • Experience working in financial services/lending • Experience with handling operation teams • Exceptional verbal and written presentation skills, especially with non-technical audiences • Strong understanding of call center KPIs and mechanics • Proficient in Excel, Word, Powerpoint, G Suite, and Office programs • Proficient developing, from scratch, performance reporting and analysis using data visualization and CRM tools • Ability to work independently and remain focused and on track

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service