Key Responsibilities:

Strategic Leadership: Design and execute a customer care strategy aligned with the institution's goals, providing guidance to enhance team service delivery.

Team Management: Oversee a customer service team, focusing on hiring, training, and cultivating a customer-centric culture.

Service Quality & Performance: Set and track KPIs to drive consistent, high-quality customer service.

Customer Experience: Develop initiatives to improve customer experience, using feedback to inform enhancements.

Complaint Resolution: Ensure efficient, timely handling of customer complaints and work with other teams to address recurring issues.

Cross-Functional Collaboration: Coordinate with departments like marketing and product development to enhance customer experience and offer insights to support business decisions.

Process Improvement & Technology: Implement technologies and streamline processes to boost efficiency.

Training & Development: Offer ongoing training to keep the team updated on industry standards and best practices.

Compliance: Ensure customer care practices meet regulatory requirements, working closely with compliance teams.

Skills & Qualifications:

Leadership experience in financial customer service, strong knowledge of financial products, strategic thinking, excellent communication, and experience with CRM systems.