Address- Strategy development - Develop and execute a comprehensive client service strategy that aligns with the service vision for Pioneer Private Banking customers.
- Process optimisation - Analyse existing client service processes, identify inefficiencies and implement improvements to enhance operational efficiency, accuracy and productivity
- Customer experience enhancement - identify key pain points in the customer journey and work to enhance the overall experience through process improvement, technology integration and innovative solutions.
- Change management - Develop and implement change management strategy to facilitate smooth transitions during process and system changes ensuring minimal disruptions to customer service operations
- Day to day service support - Ensure all service requests and complaints are resolved within committed timelines. Manage escalations and implement a comprehensive complaint management process including root cause analysis to address client concerns effectively. Drive excellent Net Promoter Score (NPS) across touch points.
- Stakeholder collaboration - Collaborate with internal teams including IT, Operations etc. to ensure seamless experience for clients
- Data analysis - Utilise data driven insights to identify trends, make informed decisions and measure impact of transformation efforts to client satisfaction and business performance.
- Performance metrics - Track key performance indicators (KPIs) related to Pioneer Private Banking customer experience and take appropriate measures to maintain service levels
- Compliance and regulation - Ensure that all changes comply with internal policies, relevant industry regulations and data protection laws.
