Job Description
Position Description
Role Summary
The CSD Manager will lead business process improvement and operational excellence initiatives that drive efficient, effective day-to-day operations within the Contact Centre. This role plays a key part in transforming client interactions into exceptional service experiences through data-driven decision-making, customer experience analytics, and cross-functional collaboration. The ideal candidate is client-focused, technologically adept, and brings deep expertise in service delivery, survey methodology (CSAT, CES, NPS), and interpreting client feedback across multiple channels to inform strategic enhancements within a fast-paced financial services environment.
Key Responsibilities
Manage overall service delivery to achieve agreed performance targets, uphold service level agreements (SLAs), and contribute to the broader business goals of CI Investments and Assante Wealth Management.
Lead and execute initiatives to improve Contact Centre pr...
Role Summary
The CSD Manager will lead business process improvement and operational excellence initiatives that drive efficient, effective day-to-day operations within the Contact Centre. This role plays a key part in transforming client interactions into exceptional service experiences through data-driven decision-making, customer experience analytics, and cross-functional collaboration. The ideal candidate is client-focused, technologically adept, and brings deep expertise in service delivery, survey methodology (CSAT, CES, NPS), and interpreting client feedback across multiple channels to inform strategic enhancements within a fast-paced financial services environment.
Key Responsibilities
Manage overall service delivery to achieve agreed performance targets, uphold service level agreements (SLAs), and contribute to the broader business goals of CI Investments and Assante Wealth Management.
Lead and execute initiatives to improve Contact Centre pr...
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