Senior Incident Response Operations Manager, Customer Experience

Grabtaxi Pte Ltd Manila , AR 72442

Posted 3 weeks ago

Job Description:

Get to know our Team:

We are undergoing a transformation with the goal of relaying consumer insight into action via a "Digital First" outserve strategy, that empower consumers, streamlines operations, grows sales and builds the brand. As such, we are seeking skilled Senior Operations Manager who will lead our Incident Response Customer Experience operations in the Philippines. This is a wonderful opportunity to join an enthusiastic, passionate team focused on ensuring safety across all our Grab services.

Get to know the Role:

The incumbent is responsible for leading our Incident Response Team Customer Experience operations in Philippines. He/She is required to have the ability to manage a team of high-performing team managers, team and shift leads, and customer experience specialists across voice/non-voice platforms, while meeting the expectations of stakeholders in various verticals like Safety, GrabCar, GrabTaxi, GrabFood, GrabExpress, etc..

The day-to-day activities:

  • Strong understanding of safety response related protocol to ensure regulatory and industry practices are followed and continuously improved

  • Lead the way in processing smooth customer support transactions across various programs and platforms in order to meet the performance metrics of the contact center.

  • Create, Innovate and Enhance 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 and the support teams to design, implement and follow through on programs, processes and procedures, and gain insights into improvement opportunities for the contact center operations.

  • Select, develop, train and evaluate all 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 in relation to CE-related processes that require Finance or Audit interactions.

  • Coach, mentor, guide and counsel all subordinates from managers to agents.

  • Identify customer needs and key drivers to reach customer satisfaction goals

  • Support multiple business process improvement projects with various virtual teams

  • Participate in shaping, deployment and implementing enterprise-wide Lean Sigma continuous improvement programs

  • Facilitate quality and change management processes

  • Perform business process mapping & analysis

The must haves:

  • At least 8 years supervisory / managerial experience in a customer-centric environment in the services industry, (e.g. Safety, law enforcement, telecommunications, banks, consumer goods, technology, airline, tourism, hospitality)

  • 3-4 years' experience in leading team leaders/managers in a contact center operation

  • Fluent in English both oral and written, and local languages.

  • Excellent communication, presentation and interpersonal skills.

  • Vast 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.

  • Experienced and skilled 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

  • Successfully designed, executed and continuously improved processes, SOPs and/or projects designed for contact center enhancements

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Senior Incident Response Operations Manager, Customer Experience

Grabtaxi Pte Ltd