Manager - Customer Experience Support

About the Role
As a Priority Banking - Manager Customer Experience Support, your role is to ensure the seamless delivery of service standards and operational excellence across all customer touchpoints. You will apply sound judgment to resolve day-to-day service challenges and proactively identify process improvements.

Key Responsibilities

• Investigate, analyze, and address escalated customer concerns to restore trust and reinforce service commitments.
• Coordinate with branch and digital teams to ensure timely closure of service gaps impacting high-value clients.
• Reduce repeat complaints from Priority Banking clients.
• Improve customer satisfaction survey scores.
• Standardize procedures for in-branch and remote service delivery to ensure a unified customer experience.
• Conduct regular reviews of frontline adherence to Priority Banking protocols and compliance requirements.
• Support the rollout of new service initiatives by training staff and monitoring early adoption outcomes.
• Ensure consistency of service delivery metrics across channels.
• Review audit findings on adherence to operational standards.
• Identify and escalate emerging conduct or operational risks impacting customer experience.
• Monitor compliance with data privacy and KYC requirements in all customer interactions.
• Review exception reports to detect and address potential breaches of service or regulatory standards.
• Champion risk awareness among team members through targeted briefings and scenario-based learning.
• Continuously improve customer experience processes and evaluate customer journey data to pinpoint friction points and prioritize process enhancements.

Qualifications

• Bachelor's degree in Business, Finance, or related field.
• Professional certification in Customer Experience (e.g., CCXP) preferred.
• Ongoing training in digital banking and regulatory compliance.

Benefits

• Competitive rewards, benefits, and perks.
• Flexible work policy allowing work from home as suits the employee.
• A range of professional development opportunities to accelerate your career.