Customer Experience Manager
3 days ago
Service Quality & Customer Experience Manager About Atome Financial Headquartered in Singapore, Atome Financial is building a world‐class tech‐enabled financial services platform that is the best companion of our customers’ lifetime. As part of the Advance Intelligence Group, a Series D fintech unicorn, we are united by a shared vision: to Advance with Intelligence for a Better Life. Atome operates in 5 ASEAN markets and offers three key products: Atome BNPL, Atome Card, and Kredit Pintar. Role Overview Drive consistent customer experience and service excellence across all markets. Manage complaint handling processes, ensuring timely resolution and identifying root causes. Develop, implement, and refine training programs based on needs analysis and business priorities. Conduct coaching, mentoring, and performance assessments to strengthen CX team capabilities. Lead quality management initiatives and continuous improvement efforts to enhance service delivery. Monitor and evaluate training effectiveness, recommending enhancements where needed. Collaborate closely with stakeholders to keep training materials and knowledge bases updated and accurate. Partner with cross‐functional teams—Business, Marketing, Product, and Tech—to align goals and deliver customer‐centric initiatives. Provide actionable insights through data analysis and performance tracking to guide decision‐making. Ensure all activities comply with Legal, Compliance, and Risk requirements. Monitor app performance, usage, adoption, and key experience metrics to identify opportunities for optimization. Lead digital engagement and servicing initiatives to enhance customer experience. Undertake other duties related to continuous improvement as assigned by management. Requirements Bachelor’s degree in Business Administration, Marketing, Management, or a related field. Minimum 2 years of experience in Complaint Management, Service Quality, or Training Management, preferably within a contact center or customer experience environment. ACTA certification (Advanced Certificate in Training and Assessment) is an advantage. Strong verbal and written communication skills in English. Skilled in developing policies, process documentation, and training materials to support operational excellence. Proven ability to analyze training needs, conduct performance gap assessments, and implement effective learning solutions. Excellent interpersonal and stakeholder management skills to build collaborative relationships across teams. Strong analytical and organizational abilities, capable of managing multiple priorities efficiently. Continuous improvement mindset with the confidence to challenge existing processes and drive enhancements. Passionate about delivering exceptional customer experiences through data‐driven insights and service excellence. Referrals increase your chances of interviewing at Atome by 2x. #J-18808-Ljbffr
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