Manager Customer Service Process Improvement

Manager Customer Service Process Improvement

The Nationwide Group (TNG) is a pioneer in designing and developing outsourced financial services software, exclusively focused on creating comprehensive and customizable solutions to the real estate industry. Utilizing world class technology, TNG delivers solutions to the entire mortgage life cycle through its affiliated organizations.

The Manager Customer Service Process Improvement is accountable for collaborating internally to improve processes that enable consistent and friction free customer service. The ideal candidate is passionate about driving change through continuous improvement opportunities.

This role will be predominantly onsite, working four days per week at our Markham headquarters and one day remotely.

Responsibilities:

• Interacting with project stakeholders both internal and external to our business.
• Develop and implement a vision for a customer service focused continuous improvement framework.
• Lead the development and implementation of continuous improvement plans and initiatives for our customer service team.
• Develops and delivers process improvement training to team members.
• Other duties as assigned.
• Strong ability to develop a team of junior team members.
• Produce and improve team metrics and reporting.
• Measure the effectiveness of existing department processes.
• Influence and educate stakeholders on the benefits of continuous improvement.
• Oversight of the planning and implementation of process improvement projects and communications.
• Conducting data, root cause and process analysis of customer service operations.

Qualifications:

§ 3 to 5 years in Customer Service Management.

§ Bachelors degree required, MBA will be an asset.

§ Strong ability to problem solve with a root cause approach.

§ Experience working in an entrepreneurial environment with complex projects.

§ People leadership experience.

§ Proactive nature and deadline driven.

§ Able to accept feedback and act on it.

§ Strong organizational skills and high level of attention to detail and accuracy.

§ Able to manage sensitive information and situations with discretion and tact.