Customer Experience Operations Manager (MY)

Description

• The incumbent is responsible for the smooth operational processes that our customer experience when they interact with the Grab transportation platform across the contact center touch-points. He/She is required to have the ability to manage a team of high-performing managers and team leads across voice/non-voice platforms while meeting the expectations of stakeholders in various verticals like GrabCar, GrabTaxi, GrabExpress, etc.

Responsibilities

You will help the organization to identify and prioritize customer feedback and create/ensure smooth processes that support operations. In this role, you will:

• Lead the way in processing smooth customer support transactions across various programs and platforms in order to meet the performance metrics of the contact centers
• Create positive customer experience via the voice, non-voice channels
• Gather intelligence related to the wants and needs of current and targeted customers; design and integrate systems and processes to support goals. 
• Work closely with other business functions to implement programs and gain insights into improvement opportunities for contact center operations. 
• Select, develop, and evaluate personnel to ensure the efficient operation of the function throughout the customers’ journey with Grab
• Lead teams to ensure alignment with in-country and regional customer experience concepts, value proposition, and related processes
• Work closely with other verticals (eg. Payments team, DLR) in relation to CE-related
  processes that require Finance or Audit interactions

Requirements

• 5 years supervisory/managerial experience in a customer-centric environment in the services industry (e.g. Telecommunication, banks, consumer goods, technology, airline, tourism, hospitality)
• 3-4 years’ experience in leading contact center operations
• Fluent in English both oral and written, and local languages
• Excellent communication, presentation and interpersonal skills
• Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer experience
• Ability to deal with people from all levels professionally, effective planning, organizing, delegating, and time management skills
• Experience and skill in areas such as process development, audit, quality management, training, as well as workforce management and reporting are highly desirable
• Analytical and process-oriented; ability to problem-solve