Sr Manager, Sales Compliance

1 day ago

Pulong Santa Cruz, Calabarzon, Philippines Asurion Full time $104,000 - $130,878 per year

Purpose and Description:
The Senior Manager, Sales Compliance, oversees the Compliance team (including people leaders and team members) and is responsible for ensuring all Sales Compliance initiatives and standards are implemented and upheld through the constant assessment, development, and implementation of sales compliance practices. The Senior Manager will also lead complex cross-functional projects responsible for ensuring customer experience and quality sales standards.

Essential Duties & Responsibilities:

  • Lead a team of on-site and remote team members spanning multiple domestic and international geographies
  • Partner with stakeholders to develop and implement performance measurements to track and project performance and its impact on the customer experience
  • Provide ad-hoc facilitation, strategy sessions, and training on new and existing compliance systems, scorecards, and procedures
  • Recruit, evaluate, and develop a team of leaders and team members; drive ongoing technical and personal development for direct reports
  • Enhance and further grow our holistic compliance framework to measure Expert performance, customer experience, client requirement adherence, and risk
  • Lead the establishment of departmental deliverable standards for all Compliance resources and references, including, but not limited to, reference materials, instructor-led learning solutions, manuals, guides, and other materials
  • Ensure proper dissemination of training/information and implementation of compliance tools and processes throughout all levels of the organization
  • Maintain inter- and intra-team calibration to standards by leading and/or observing cross-functional calibration sessions
  • Utilize data, insights, and expertise to advise on risk detection methods alongside Product and Data Science teams
  • Act as the subject matter expert for Compliance across channels; provide recommendations to Sr. leaders and develop initiatives in response
  • Provide strategic vision for long-term planning and the ability to deliver and exceed AOP goals
  • Collaborate and create strong interpersonal relationships between departments and teams for total experience monitoring
  • Collaboratively (with stakeholders) gather feedback to identify needs and ensure we are aligned to customer experience and client standards and suggest improvements or changes to operational policies/procedures.

Here's what you'll bring to the team:

  • Superior ability to prioritize tasks, drive results, solve complex problems, and create new strategies, superior communication skills, both written and verbal, and strong interpersonal skills
  • Strong business acumen
  • In-depth knowledge of Asurion principles and processes for providing voice of the customer feedback
  • Strong critical thinking & reasoning skills, including the ability to find patterns among data
  • Superior relationship-building skills and proven ability to influence others by demonstrating a high degree of collaboration and competence with peers and key stakeholders at all levels
  • Capable of working in an autonomous, fast-paced environment, yet still set priorities and meet deadlines
  • Strong knowledge of the Microsoft Office Suite
  • Successfully manage multiple strategic and analytic projects concurrently, keeping awareness of alignment of cross-functional processes and procedures
  • Bachelor's Degree AND equivalent combination of education and experience
  • 4+ years of experience or leadership in analytical duties, including tracking and managing data
  • 4+ years of people leadership required
  • 4+ years of quality assurance or compliance experience in a call center environment preferred

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