Client Care Ops Consultant
1 week ago
Role for Client Care Ops Consultant (Business Analyst) with our client, a leading Financial Technology Services Provider. You'll be responsible for developing and implementing effective channel strategies to improve operational efficiency and client satisfaction. You'll lead multiple projects, collaborate with cross-functional teams, and monitor strategy performance to align with business and client goals. This hybrid role requires 2 office days per week.
Key Responsibilities:
- Build and maintain strong relationships with client care organizations.
- Design and implement channel strategies to enhance client satisfaction.
- Lead and manage projects, ensuring timely and efficient delivery.
- Collaborate with internal teams and stakeholders to execute strategies.
- Provide insights, analyze performance, and adjust strategies based on feedback.
- Lead retrospective reviews and post-project testing.
Qualifications:
- Minimum 5 years of relevant experience with a Bachelor's degree (or 2 years with an Advanced degree).
- Strong experience in program/project management and cross-functional team collaboration.
- Expertise in channel strategy and business process re-engineering.
- Experience in Customer Care Operations and Contact Centers.
- Strong analytical, communication, and time management skills.
- Proficiency with MS Office, SharePoint, Teams, and Power Apps.
- Knowledge of CRM, Genesys, and Payments industry is a plus.
- Willingness to work US hours (Night Shift).
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