Description
Job Summary
This job role is responsible for driving the unit in delivering the business’s consumer service value propositions and also ensure a culture of excellent customer service experience.
Responsibilities
Formulate and implement the customer service department’s vision, goals, objectives and strategy, and provide leadership to the entire unit
Establish performance metrics for customer service team members and constantly evaluate and monitor their performance
Develop and implement quality assurance programs for new hires and employees within the Service Centre.
Proffer updates and expansions to technology and equipment that can improve customer and experience and retention
Monitor business and process metrics to measure and manage customer service effectiveness.
Collaborate with sales and marketing team to maximize revenue and customer loyalty.
Ensure the continuous improvement of customer experience
Develop and implements methods to record, assess and analyze customer feedback
Analyze recorded customer interactions and conduct consumer surveys to measure the effectiveness of customer service initiatives
Conduct financial analysis for the department in order to improve customer service initiatives.
Present reports and strategic recommendations from various customer service research and analyses
Qualifications
A Masters’ degree in business administration or any related field
At least 10 years of working experience in Customer Services within the financial services sector.
Proven and successful experience mapping consumer journeys and creating customer service strategies, driving positive change and influencing enhanced performance in a customer service capacity.
Requirements
Required Competencies:
Excellent business communication skills
Excellent problem solving, leadership and management skills
Experience in account management and support
Proficient use of MS Office & applicable CRM technologies
Proven ability to work under minimal supervision, and demonstrate calmness and composure under stress and uncertainty.
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Job Summary
The role is also responsible for identifying appropriate strategies for sales growth of all company’s products and solutions in order to increase market share.
The job holder will also be responsible for overseeing the daily management of the Sales & Business Development team.
Responsibilities
Organize the Sales and Business Development network so that necessary resources are allocated and organized to deliver outcomes
Ensure new and existing products and solutions are profitable revenue lines
Create and implement sales plans to grow income in target user markets
Participate in the development and ongoing review of annual strategic plans
Drive strategic and tactical Sales and Development plans in tandem with the overarching business strategies
Align operational processes and resources to support sales targets
Manage risks within Sales and Business Development accountability consistent with the agreed risk profile and in accordance with statutory requirements.
Provide Business intelligence on sales performance across all channels to the organization
Develop the team’s capability and manage their performance
Requirements
Qualification:
A Master’s degree in Business, Sales, Marketing or any related discipline
At least 7 to 14 years in a leadership role overseeing Sales and Business Development within the fintech industry.
Required Competencies:
Excellent technology sales expertise and experience of successfully launching new products
Prove experience of managing sales and business development teams
Strong negotiating skills and knowledge of commercial agreements and frameworks
Excellent negotiation, interpersonal, negotiation, leadership and management skills
Able to deal with varied tasks and work under pressure to meet deadlines and targets
Significant understanding of sales principles and a proven ability at developing and implementing successful sales strategies.
Demonstratable expertise in managing third-party agencies, customer relationships and other interested parties
Ability to travel internationally when required
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Job Summary
The Head of Human Resources will be responsible for managing strategic talent imperatives to ensure the firm attracts, retains, deploys and develops the right kind of people with the right mindset, to ensure continuity & sustainability of the business and delivering HR value propositions in alignment with the organization's strategy.
Responsibilities
Develop and implement HR strategies and initiatives aligned with the overall business strategy
Manage the implementation of the company’s performance management system
Manage training system including selecting external training programs and consultants
Implement HR policies and procedures and ensure strict adherence and manage employee relations
Establish the company’s salary structure and monitor the company’s Compensation and Benefits System
Ensure company is compliant with all federal, state, and local legal requirements
Requirements
Qualification:
Master’s or MBA degree in Human Resources or any related discipline
Professional qualification/ certification in HR Management e.g. Global Professional in HR (GPHR), Senior Professional in HR (SPHR), Chartered Institute of Personnel Management (CIPM), Chartered Institute of Personnel and Development (CIPD) etc.
Minimum of 10 years or progressive leadership experience in Human Resources
Required Competencies:
Proven working experience as an HR Manager with at least 4 years in a leadership position
Broad knowledge and experience in the full HR Value Chain
Proven ability to implement HR strategy and interact effectively with Executive Management and the Board
Excellent leadership, negotiation, presentation, interpersonal and coaching skills
Demonstrable experience with HR metrics, HR systems and databases
In-depth knowledge of labor law and HR best practices
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