▪ Build and establish Client Experience processes, SOPs, workflows and service
n
standards from scratch.
n
▪ Lead, mentor and manage the Client Experience team, ensuring solid
n
ownership, accountability and performance discipline.
n
n
- Define and track KRAs, KPIs and performance scorecards for the team.
n
- Conduct regular 1:1s, performance reviews, coaching sessions and appraisal
n
n
cycles.
n
▪ Own client onboarding, engagement, product adoption and ongoing client
n
experience.
n
▪ Monitor CSAT, TAT, resolution rates, adoption and client engagement and drive