Provide client-based feedback to ECI management on new needs not currently addressed within the ECI Platform with a focus on continuous improvements and enhancements.
Lead major customer service transformation initiatives and manages change by communicating clearly, providing training, and addressing risks such as language and time zone coverage to maintain a positive customer experience during transitions. Optimizes workforce allocation and ensuring service quality during organizational transitions.
Lead major customer service transformation initiatives and manages change by communicating clearly, providing training, and addressing risks such as language and time zone coverage to maintain a positive customer experience during transitions. Optimizes workforce allocation and ensuring service quality during organizational transitions.
Ensure the function’s operational efficiency and a smooth cross-border client experience through product set-up walkthroughs and the documentation process, facilitate documentation signing, and resolve client queries around KYC outreach, transaction confirmation and follow-ups.
Partnering closely with the Talent Acquisition team to fulfil resource requirements for assigned accounts, providing clear role briefs, supporting candidate shortlisting, and ensuring timely deployment of the right resources to meet customer needs.