Manager - Emerging Digital Customer Capabilities.Customer Relations and Experience

Reports To:

Senior Manager - Digital Channel Transformation

Division:

Customer Relations and Experience

Mission:

Responsibilities:

• Responsible for providing the highest quality customer-focused care and satisfaction using the knowledge of products, systems, and procedures to make informed decisions and maintain profitable customer relationships.

Description:

• Enhance digital and self-service platforms to achieve service level targets and operational efficiency.
• Automate repetitive service tasks to reduce costs and improve response times.
• Use data analytics to drive self-service adoption and identify process improvements.
• Integrate CRM with emerging digital tools for seamless customer support.
• Monitor trends and maintain optimal service levels while addressing emerging customer needs.
• Monitor and improve digital and self-service platforms to enhance efficiency and meet service level targets.
• Deploy tools to track, resolve, and communicate customer complaints, integrating self-service options for faster resolutions.
• Generate periodic sales and service performance reports, highlighting self-service usage and digital support impact.
• Optimize CRM and self-service platforms to maintain high service standards and identify improvement opportunities
• Identifying trends and ensure optimum service levels are achieved and maintained. 
• Build strong cross-functional relationships to promote a customer-focused approach.
• Collect data and information on customer care needs/issues and manage implementation of new systems, procedures and work ethics to improve customer service efficiency. 
• Continuously enhance the user experience on self-service and digital platforms to improve Net Promoter Score (NPS).
• Provide real-time digital support via automated and live channels to address customer issues efficiently (chatbots, App, etc)
• Build customer awareness and trust in self-service tools, improving customer lifetime value.

Education:

• First degree in Social Science or any related field
• An MBA is desirable
• Certifications Like:
• Digital Transformation Frameworks (Design Thinking, Customer Journey Mapping, or Agile Transformation)
• AI & Automation for Customer Service: (e.g., chatbot platforms, NLP.
• UX/UI Design: training on user-centered design principles and UX/UI best practices.
• CSPO (Certified Scrum Product Owner), PSPO (Professional Scrum Product Owner), or similar.
• Data Analytics.

Experience:

6 - 13 years’ experience which includes:

• 3 years’ work experience in area of specialisation in experience supervising others
• Telecom or Fintech experience is preferred.
• Experience with Agile development tools such as JIRA, Confluence, Rally
• Proven success in driving ‘customer success’ through self-service tools and digital channel optimization.
• Track record of successfully launching or iterating on customer-facing Self-service, digital products and platforms.
• Strong communicator who can operate at all levels taking complex analysis, interpret and communicate it appropriately to different audiences.
• Experience with change management and working in a matrix environment