Role Overview:
The role is responsible for driving execution excellence in all customer interactions, ensuring adherence to company standards, and building a high-performance, customer-focused culture. This position will digitalization of CRM processes.
Key Responsibilities
1. Customer Interaction Governance
- Ensure execution excellence and adherence to process SOPs and customer experience benchmarks in all interactions.
- Conduct regular governance and quality audits (calls and emails) to evaluate compliance and identify improvement areas.
- Share audit findings with respective RMs and ensure timely corrective actions are implemented.
2. Coaching & Mentoring
- Provide one-on-one coaching to RMs based on audit results to address behavioural and communication gaps.
- Guide team members towards best practices, improving frontline performance and service quality.
3. Soft Skills & Culture Building
- Lead cultural transformation initiatives that embed company values into everyday customer-facing communication.
- Design and deliver soft skills interventions to enhance professionalism and reduce customer escalations.
4. Learning & Development
- Draft standard response templates for common customer queries to maintain consistency in CC team responses.
- Partner with the Training team to design content for Current Hire (NH) onboarding and Training Needs Identification (TNI) programs.
- Facilitate New Hire Training sessions to ensure smooth onboarding and alignment with company standards.
- Collaborate with project teams to strategize and prepare customer communication for construction updates in line with milestones.
Key Skills & Competencies
- Strong understanding of customer experience governance and quality frameworks.
- Excellent communication, coaching, and mentoring skills.
- Proven ability to identify training needs and develop impactful L&D; content.
- Strong problem-solving and conflict resolution skills.
- Ability to drive culture-building initiatives and foster team engagement.