Client Service Transformation Manager

Data Analyst - Client Service Transformation Manager

About the role

As a Client Service Transformation Manager, you will be responsible for the planning and execution of strategic initiatives aligned our client service strategy and data insight led client service ambitions. This role will lead and manage the implementation of strategic initiatives aimed at enhancing customer experience, optimising processes, and achieving operational efficiency. The role will collaborate with cross-functional teams and stakeholders to identify improvement opportunities and drive meaningful change aligned to the client service strategy across countries. This role requires strong leadership, project management skills, and a deep understanding of client service principles and best practices.

What will your day look like

1. Strategy Development: Develop and execute a comprehensive client service transformation strategy that aligns with the company's vision and business goals.

2. Process Optimisation: Analyse existing client service processes, identify inefficiencies, and implement improvements to enhance operational efficiency, accuracy, and productivity.

3. Customer Experience Enhancement: Identify key pain points in the customer journey and work to enhance the overall customer experience through process improvements, technology integration, and innovative solutions.

4. Project Management: Lead the planning, execution, and monitoring of client service transformation projects, ensuring timely delivery, adherence to budgets, and achievement of desired outcomes.

5. Change Management: Develop and implement change management strategies to facilitate smooth transitions during process and system changes, ensuring minimal disruption to customer service operations.

6. Stakeholder Collaboration: Collaborate with various internal teams, including IT, operations, marketing, and finance, to ensure seamless integration and alignment of transformation initiatives across the organisation.

7. Data Analysis: Utilise data-driven insights to identify trends, make informed decisions, and measure the impact of transformation efforts on client satisfaction and business performance.

8. Training and Development: Develop training programs for client service teams to ensure they are equipped with the necessary skills and knowledge to adapt to new processes and systems.

9. Risk Assessment: Identify potential risks associated with transformation projects and work proactively to mitigate these risks.

10. Performance Metrics: Define and track key performance indicators (KPIs) related to client service transformation initiatives, providing regular progress reports to management.

11. Compliance and Regulations: Ensure that all changes comply with relevant industry regulations and data protection laws.

What will you bring?

- Bachelor's degree in business administration, management, or a related field

- Proven experience in client service management, transformation, or related roles.

- Strong project management skills with a demonstrated ability to lead and execute complex projects.

- In-depth knowledge of client service principles, best practices, and industry trends along with a passion for delivering exceptional client experiences.

- Excellent analytical and problem-solving abilities with a data-driven approach.

- Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels.

- Proficiency in change management methodologies and techniques.

- Strong organisational skills and the ability to prioritise and manage multiple initiatives simultaneously.

- Experience in Client Services for Cash, Lending, Onboarding and Trade product

- Experience technology, or consulting industries is a plus.

- Relevant certifications (e.g., PMP, Lean Six Sigma) are advantageous.

- Familiarity with CRM systems, customer service tools, and process automation technologies.

- Knowledge of industry best practices and trends in customer service transformation and experience enhancement.