Team Manager Customer Outcomes
Team Manager Customer Outcomes
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Job Description
Chase is seeking a highly motivated and experienced Senior Associate to lead our Complaints Root Cause Analysis and Customer Outcomes teams. This role is pivotal in ensuring that customer complaints are thoroughly analysed to identify root causes and drive improvements in customer satisfaction and outcomes. The ideal candidate will possess strong analytical skills leadership capabilities and a passion for enhancing the customer experience.
As a Team Manager Customer Outcomes at Chase you will play a pivotal role in ensuring that customer complaints are thoroughly analyzed to identify root causes and drive improvements in customer satisfaction and outcomes. You will possess strong analytical skills leadership capabilities and a passion for enhancing the customer experience.
Job Responsibilities:
- Manage and lead the Complaints Root Cause Analysis and Customer Outcomes teams providing guidance support and development opportunities to team members.
- Oversee the analysis of customer complaints to identify underlying issues and trends. Develop strategies to address these root causes and prevent recurrence.
- Collaborate with cross-functional teams to implement solutions that improve customer outcomes and satisfaction. Ensure that customer feedback is integrated into business processes and decision-making.
- Utilize data analytics tools to extract insights from customer complaints and feedback. Present findings to senior management and recommend actionable solutions.
- Drive continuous improvement initiatives to enhance the efficiency and effectiveness of complaint handling processes. Implement best practices and innovative approaches to problem-solving.
- Prepare and deliver regular reports on complaint trends root causes and customer outcomes to stakeholders. Ensure transparency and accountability in reporting.
- Build strong relationships with internal and external stakeholders to facilitate collaboration and drive positive change.
- Ensure that all complaint handling processes comply with regulatory requirements and company policies.
Required Qualifications Capabilities and Skills:
- Experience in customer service complaints management or a related field with a focus on root cause analysis and process improvement.
- Proven leadership experience with the ability to manage and develop high-performing teams.
- Strong analytical skills with proficiency in data analysis tools and techniques.
- Excellent communication and presentation skills with the ability to convey complex information clearly and concisely.
- Ability to work collaboratively across departments and influence stakeholders at all levels.
- Knowledge of financial services industry and regulatory requirements of consumer duty.
Preferred Qualifications Capabilities and Skills:
- Advanced proficiency in data analytics tools.
- Experience in implementing process improvement initiatives.
- Familiarity with regulatory requirements in the financial services industry.
- Strong problem-solving skills and innovative thinking.
- Ability to adapt to changing priorities and work in a fast-paced environment.
Required Experience:
Manager
Employment Type
Full-Time
