CUSTOMER EXPERIENCE - EXECUTIVE DIRECTOR / DIRECTOR
Recruitment Intelligence Consultants Limited
May 3, 2019
International Wealth and Asset Management Company
Our client is an international wealth and asset management house. They focus on providing clients with global investment solutions that meet the demands and challenges of sophisticated and complex investment and economic circumstances. With steady growth, they are now looking for a high calibre to join their team.
You will be responsible for champion opportunities to consistently improve the quality of the Wealth and Asset Management Customer Experience. As part of the role, you will review and evolve the collection of processes Wealth Management use to track, oversee and organize every interaction between the customer and Wealth Management throughout the lifecycle, liaise with relevant business owners to champion change and lead prioritized service delivery improvements. You will deliver service improvements to improve the customer experience across Wealth and Asset Management by collating and analyzing customer expressions of dissatisfaction and complaints, quality management system, mystery shopper and Net Promoter Score feedback, and ensure that NPS increases across the organization over time. You will delivery change initiatives identified internally or from external best practice, provide information and training on initiatives and changes, facilitate Customer Experience focus groups to enhance customer experience delivery throughout the sales process flow.
To qualify, you need to understand the importance of Customer Experience within the Wealth Management business and develop those opportunities to deliver continual improvements. You need to Observe and coach staff to improve standards, knowledge, skills and behaviors. You will present data, recommendations to stakeholders, gain commitment and implement measurable customer experience.
You will be a degree holder with a minimum of 12 years of proven experience in customer service management. You should able to analyses customer metrics, including Net Promoter Score. Challenges all processes that impact customers receiving the best possible experience. Constructively and continually challenges organizational norms, looks for creative solutions to deliver tangible improvements. Implements and monitors improved governance, standardized process and procedures. Leads the development of new solutions to meet customer's changing expectations. Works or has worked in a customer management role with proven success. Fluent in English and Cantonese.
Interested applicants should send a detailed resume to Michelle Ho by email to email@example.com or by fax to (852) 2838 3323 quoting reference eFC3036.
(Applicants not contacted within 4 weeks should consider their application unsuccessful.)
Internal Number: 5760812
About Recruitment Intelligence Consultants Limited
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