Senior Manager Customer Service Operations
1 week ago
We are seeking a highly skilled and experienced Senior Manager to join our team as Senior Manager Customer Service Operations. This role involves leading and developing a team of customer service professionals, ensuring they have the necessary skills and knowledge to deliver excellent customer service.
About the Role:
- Provide leadership, direction, and engagement to a team of ~10-15 FTE, spending 70% of your time in regular, scheduled coaching with your team.
- Proactively reviewing feedback, including quality scores and customer complaints, and integrating into Advisers' coaching and performance management.
- Responsible for ensuring that team members are reviewing and assessing each customer case within service level.
- Working closely with a wide range of teams and stakeholders across NAB, and to identify business and process improvement opportunities.
What We Offer:
- A competitive salary of AU$150,000 - AU$220,000 per annum, depending on experience.
- An attractive benefits package, including comprehensive health insurance and retirement savings plan.
- The opportunity to work with a leading financial institution, NAB, and contribute to its success.
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