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E

Associate Director, Customer Care & Operational Excellence

eqbank · 30+ days ago

Toronto

Negotiable

Full-time

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Reporting to the Senior Director, Customer Care Strategy & Operational Excellence, the Associate Director, Customer Care & Operational Excellence is responsible for driving the overall customer experience, agent experience and operational efficiency of EQ Bank’s Customer Care Centre (CCC).

The primary focus of the role includes enhancing the efficiency of customer service processes, implementing innovative strategies to elevate service quality, and contributing to the continuous improvement of our digital banking services delivered through the CCC. The Associate Director will play a pivotal role in developing and executing customer care initiatives that align with the broader organizational goals, fostering a customer-centric culture within the team.

The Work !

Ownership of key performance metrics: establish and monitor KPIs with the goal of achieving high performance standards around wait times, hold times, contact resolution, customer satisfaction and turnaround times

Resource planning: Conduct thorough analysis and forecasting to ensure optimal headcount in the customer care team, aligning with business needs and anticipated customer service demand; Regularly review CCC org structure for talent management improvements; Collaborate with HR to recruit and onboard new team members

Scheduling optimization: Develop and implement efficient scheduling strategies to maximize the productivity of customer care agents while maintaining a high level of service quality; Lead WFO analyst to utilize workforce management tools to forecast, plan, and optimize staffing levels; effectively manage the agent experience around scheduling

Training and development: Oversee the design and execution of onboarding, ongoing training programs for customer care agents; oversees the development and maintenance of Standard Operating Procedures that ensure best-in-class customer experience while complying to regulations and bank policy; Foster a culture of continuous learning to enhance the skills and knowledge of customer care representatives

CCC leadership team management: Provide coaching and leadership to the CCC Managers and Team Leads, ensuring they are equipped to lead agent teams; collaborate with HR to solve personnel issues among agents

QA implementation: Lead CCC Managers to implement individual coaching, training and cross-CCC process improvements based on analysis from QA team

Customer escalations: Provide guidance and support to CCC Managers and Agents to effectively handle Step 1 complaints; serve as delegate for Step 2 complaints when needed

New product launch support: Collaborate with product and Customer Care Strategy team to ensure requirements for CCC are included in new products; support QA prior to launch and lead agent readiness for launches (org changes, training, change management etc.)

Agent technology support: Collaborate with CC Strategy, Unified Communications and Technology teams to ensure agent and customer technology needs are met; manage problems and incidents together with these teams to ensure maximum uptime

Culture building: Lead initiatives that build the morale and engagement of the team; ownership of results of semi-annual employee engagement survey

Risk and audit reporting: Generate and submit comprehensive risk reports related to customer care operations, ensuring transparency and compliance with internal and external requirements; collaborate with audit teams, providing necessary documentation and insights to support audits

Compliance with regulations: Stay informed about regulatory requirements in the digital banking industry; Implement and monitor processes to ensure that customer care activities adhere to regulatory standards; collaborate with Legal & Compliance teams

Let's Talk About You !

Post-Secondary Degree in Commerce, Management. MBA or other graduate degree a plus
Proven track record of leading in-house and outsourced customer service teams with 10 years of experience; preferably in financial services
Familiarity with contact centre technologies (e.g. CCaaS, AI) strongly preferred
Strong attention to detail
Proven ability to initiate and execute projects that improve customer service
Good verbal and written communication skills
Strong people management and coaching skills
Strong crisis management skills
Ability to identify and mitigate potential operational risks

•

Last updated on Oct 4, 2024

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