Assistant Manager Customer Experience
Job Title: Assistant Manager Customer Experience.
Location: Kharian, Punjab.
Department: Customer Experience.
Who we are:
ACE Money Transfer is a UK-based company headquartered in Manchester, United Kingdom. ACE Money Transfer is an online remittance services provider from UK, Europe, Canada, & Australia. ACE Money Transfer is a part of ACE Group of companies, which has a diversified portfolio including digital wallet services in the UK and real estate, advertising businesses, and software solutions in Pakistan.
Job Summary:
The Assistant Manager - Remitter Experience will be responsible for overseeing the customer experience of remitters (people sending money) in ACE Money Transfer’s contact centre. This includes managing day-to-day contact centre operations related to remitter support, ensuring a seamless and high-quality experience for remitters throughout their interaction journey.
The role requires a strong focus on service quality, operational efficiency, and continuous improvement. You will collaborate with various teams to drive performance against key metrics, such as:
- First Contact Resolution (FCR)
- Average Handling Time (AHT)
- Customer Satisfaction (CSAT) scores
- Net Promoter Score (NPS)
- Service Level Agreement (SLA) compliance
- Agent Utilization and Adherence
- Escalation Rate and Resolution Time
The Assistant Manager will work to enhance operational processes, foster a customer-centric culture, help establish reporting structures, and ensure that all remitter interactions are handled professionally and efficiently.
Key Responsibilities:
Team Supervision and Development:
- Assist in managing the day-to-day operations of the remitter experience team within the contact centre, ensuring the team meets its performance objectives and provides exceptional service to remitters.
- Supervise and coach customer service representatives, helping them improve their skills in handling remitter inquiries, complaints, and escalations.
- Monitor and assess agent performance using KPIs such as AHT, FCR, and CSAT, providing feedback and guidance for improvement.
Customer Experience Management:
- Handle escalated remitter inquiries and complaints, ensuring timely and effective resolution.
- Ensure that all remitter interactions meet the company’s service standards and provide a positive, seamless experience.
- Analyse and resolve recurring issues impacting the remitter experience, collaborating with product and operations teams to implement solutions.
Process Optimization:
- Collaborate with the Contact Centre Manager to identify opportunities for improving service delivery, streamlining workflows, and reducing operational inefficiencies.
- Assist in developing, implementing, and monitoring processes and best practices that enhance the remitter experience.
- Help create and maintain up-to-date knowledge resources, FAQs, and training materials for agents, ensuring consistent quality across interactions.
KPI Monitoring and Reporting:
- Monitor performance against Contact Center KPIs, ensuring the team meets service level targets such as FCR, AHT, NPS, and SLA compliance.
- Prepare regular performance reports for senior management, offering insights into trends, areas for improvement, and actionable recommendations.
- Conduct trend analysis to identify patterns in remitter queries and work with the operations team to proactively address common pain points.
Training and Development:
- Assist in the recruitment and onboarding of new team members, ensuring they are fully trained on remitter-focused processes and customer service expectations.
- Continuously assess the team's skills and knowledge gaps, recommending training programs to improve agent performance.
- Provide ongoing support and guidance to team members to encourage growth and career progression.
Collaboration with Cross-Functional Teams:
- Collaborate with departments such as Operations, Product, IT & other departments on a need basis to ensure that the remitter experience is consistently optimized across all touchpoints (online, mobile, in-person).
- Work with the marketing team to ensure that all communication with remitters aligns with ACE Money Transfer's brand values and messaging.
Compliance and Risk Management:
- Ensure that the team adheres to company policies, regulatory guidelines, and security standards, particularly in managing sensitive remitter data and transactions.
- Identify and mitigate risks related to the remitter experience, ensuring that all processes comply with financial regulations and industry standards.
Skills and Qualifications:
Education:
- Minimum Bachelor’s degree in Business Administration, Customer Service, Management, Finance, or related field.
- Minimum Bachelor’s degree in Business Administration, Customer Service, Management, Finance, or related field.
Experience:
- At least 3-5 years of experience in a contact centre environment, preferably with 1-2 years in a leadership or supervisory role.
- Experience in a fintech, financial services, or remittance-focused business is a strong plus.
Key Skills:
- Strong leadership, coaching, and people management skills.
- Excellent verbal and written communication skills, with an ability to handle complex customer inquiries and complaints effectively.
- Proficient in using contact center software, CRM tools, and performance monitoring systems.
- Ability to analyse customer feedback and performance metrics (KPIs) to make data-driven decisions.
- Strong problem-solving and conflict-resolution skills, particularly in high-pressure situations.
- Knowledge of customer service best practices and operational processes in a contact centre environment.
Behavioural Competencies:
- A customer-first mentality, with a passion for delivering excellent remitter experiences.
- Ability to adapt quickly to new challenges and thrive in a fast-paced, dynamic environment.
- Collaborative and results-oriented, with strong interpersonal skills.
- Detail-oriented and proactive, with the ability to identify opportunities for continuous improvement.