Client Care Operations Manager

We are looking for an experienced, innovative and driven operations manager/customer experience manager to join us in this position and drive our customer engagement and operational performance. This is a busy role, so it would be beneficial if you have worked on multiple products at one time and are from an Insurance/Law/Shared Services high volume background. You will work closely with senior leadership to improve the operational execution and client engagement and be confident in project managing large scale service transformation projects and report back to senior leadership teams on client journey and feedback.

Day-to-Day
· Manage, monitor and review the core metrics linked to client experience from service implementation, service follow up, ongoing client support, queries, client dissatisfaction and cancellation requests to ensure positive experience for all clients across the service offerings.
· Identify non-usage and implementing effective processes to increase usage
· Review our client experience proposing and implementing enhancements to improve our digital engagement
· Monitor and review client dissatisfaction to improve and enhance the service in an efficient way.
· Produce daily and weekly reports to the Director of Care and Retention.  Job Goals and Metrics
· To monitor and review all client experience interactions are dealt with  professionally, courteously and in a timely manner with a root cause analysis undertaken
· To reduce client attrition and complaints levels, ensuring that all processes take into consideration the client experience and that it is the most efficient way of working
· To produce a weekly dashboard, highlighting SLA’s adherence both with client experience and service delivery identifying any underlying operational or engagement challenges
· Utilising both automated and manual data to analyse and work with service heads/directors to implement the necessary solutions to improve the client experience and reduce service issues or a lack of engagement in our services.