Associate Director - Customer Service

Key responsibilities:

• Ensure that the customer service team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey.
• Ensuring a two-way stream with customer facing teams through – collecting feedback from customer facing teams to derive meaningful insights for improvement and guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers.
• Build and manage a team of customer service specialists
• Encourage problem solving, strategic thinking and customer-orientation amongst the team
• Liaise with Directors or Heads of other teams such as sales, marketing, finance and IT to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy
• Advocate for changes in ways of working for the improvement of overall customer experience.
• Identify transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience
• Interact at Executive/Snr Management level, proactively advocating for solutions and managing the customer escalation process.
• Create and implement an analytics strategy for best-in-class service delivery.  Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/channels.

 Must have demonstrable experience:

• In successfully managing and leading a professional services team
• In successfully building and scaling a professional services team with accountability for strategic goals
• With customer issues, responsible for ensuring positive, mutually beneficial interactions between clients (members and advisers) and the internal team

 Skills & Requirements:

• Min. Degree level
• Relevant professional qualifications
• Knowledge of financial, pension and trust markets
• Interpersonal, networking and influencing skills.  You will need to nurture great relationships internally with your team and leaders of other teams, but also understand the pulse of customers and external stakeholders such as advisors and partners.
• Liaise with business stakeholders to work in sync with the customer experience strategy.  This requires great interpersonal, communication and influencing skills.  Whenever there are areas of conflict between teams that can potentially impact customer experience, the Associate Director needs to leverage these skills to ensure all the involved teams work with customer experience as the end goal in mind.
• Problem solving and analytical skills
• Working backwards to lead the end-user experience.  Should be able to visualise the end-user experience and then work backwards to plan, strategise and execute efforts to deliver great experiences.
• Aptitude for technology.  Adept on the tools of technologies that help businesses deliver, manage, measure, and improve customer experiences.
• Responsible for helping to create, manage and execute the customer experience strategy.  This includes liaising with other department heads to ensure all teams contribute equally to providing customers a seamless experience across touchpoints
• Taking responsibility for how client orientated systems are developed, and technologies deployed to further support customer service and enhancing the overall customer experience.

Submit a detailed CV and qualifications to:  --------Please upload your CV here--------

Please note that ONLY shortlisted candidates will be contacted.