Senior Associate/ AVP, Client Services Manager, Customer Centre, Regional CSH, Group COO

• Contribute to the planning, execution and tracking of strategic initiatives aimed at enhancing customer experience, improving operational efficiencies, and reducing interaction volume demand for Customer Centre.
• Collaborate with cross-functional teams to identify and drive initiatives that enhance both customer and employee experiences while ensuring alignment with overarching business objectives.
• Key Decision Makers in MTJ Squads as M1, accountable for the overall outcome of the squad's objective and goals to deepen Customer Engagement and deliver a superior customer experience by owning the levers and drivers that impacts the outcome.

• Analyse key performance metrics and customer insights to identify trends, challenges, and opportunities for improvement.
• Prepare detailed data analysis and presentations for informed decision-making, providing actionable recommendations for continuous improvements.
• Track the progress of initiatives against established objectives, ensuring alignment with business goals. Proactively suggest adjustments to optimize performance and achieve KPIs.

• Take the initiative in leading and coordinating cross-functional teams to execute key strategic projects. fostering collaboration among diverse departments to ensure alignment and successful results.
• Demonstrating strong decision-making and problem-solving skills in managing day-to-day operations. Ensure that team activities are aligned with broader organizational goals and contribute to long-term success.
• To consistently meet and exceed the Customer Centre targets set (KPI) without compromising on quality of service delivery.

• Min 5 years of relevant experience in Customer Service in the Financial Services Industry
• Strong data analytics skills and experience required,
• Strong customer and business focus
• Meticulous and analytical to pre-empt all challenges before implementation
• Conceptual team player to be creative in problem solving while playing by the rules
• Excellent written and verbal communication skills
• Excellent relationship building & management skills
• Inspiring individual and strong team player

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