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Customer Support Operations Manager

2 months ago

New York, New York, United States Metrobank Full time

**Job Summary**

As a Customer Support Operations Manager, you will lead and develop our Bereavement and Vulnerable Customer teams who provide support and guidance to customers who have experienced a recent loss or require sensitive and flexible support.

**Key Responsibilities**

  • Develop a centre of excellence for bereavement and vulnerable customer support by aligning bank policies, practices, and processes with industry guidance and best practice.
  • Implement robust quality assurance procedures and risk controls across Bereavement and Vulnerable Customer teams.
  • Build effective relationships with colleagues and stakeholders across relevant business areas.
  • Lead operational delivery of vulnerable customer policy within customer support and make recommendations for improvements.
  • Develop and implement an operational strategy that builds our reputation for supporting vulnerable customers and bereaved individuals.
  • Manage risk incidents as they arise, coordinating with stakeholders and bringing timely resolutions.

**Requirements**

  • Passionate about providing unparalleled levels of service and convenience for customers.
  • Able to work and learn quickly in a fast-paced, dynamic environment.
  • Prepared to stick at something and take responsibility for delivering results.
  • Care about doing a great job and exceeding expectations with the quality of work.
  • Thorough knowledge of industry guidance and best practice relating to bereavement and vulnerable customers.
  • Excellent hands-on experience of supporting customers experiencing difficult or challenging circumstances.
  • Full understanding of risks associated with the processes that the bank manages and the controls that mitigate them.
  • Thorough knowledge of different types of bank products.