Key Responsibilities
- Manage customer service department and operations while driving a customer-centric culture across the business, ensuring all clients and partners receive timely and quality support.
- Evaluate and optimize workforce capacity and skills, ensuring proper staffing and role alignment to deliver best-in-class customer support across Givva’s diverse financial products and services.
- Ensure clients are served within agreed timelines by developing, reviewing, and refining service processes and policies to maximize customer satisfaction and regulatory compliance.
- Handle escalated issues, including emerging service disruptions, system outages, or high impact customer complaints, ensuring follow-through and clear feedback to frontline teams.
- Review and approve outgoing customer communications, ensuring clarity, accuracy, and alignment with Givva’s brand voice and regulatory standards.
- Oversee customer onboarding operations, leading the onboarding team to deliver smooth, efficient, and customer-satisfying experiences.
- Analyze customer trends and performance data to inform operational adjustments, enhance service delivery, and align processes with evolving client needs.
- Champion people management, ensuring compliance with policies, performance monitoring, and corrective action (including disciplinary processes where necessary).
- Drive engagement and inclusion across 100% remote and hybrid teams through structured feedback loops, communication, and motivational strategies.
- Collaborate with leadership and cross-functional teams to enhance internal and external customer satisfaction, boosting Net Promoter Score (NPS) and Customer Effort Score (CES).
- Ensure accurate and timely reporting, delivering daily, weekly, and monthly performance dashboards on campaigns, SLAs, escalations, and customer insights.