Senior Manager Customer Solution

1. Service Strategy and Operating Framework
- Develop and execute a customer service and solutions strategy aligned with organizational priorities and broader business objectives.
- Translate customer, commercial, and operational requirements into scalable service models, process frameworks, capability initiatives, and investment plans.
- Oversee governance of the service portfolio, including prioritization, decision-making processes, milestones, risk management, benefit realization, and stakeholder engagement.
- Establish service principles and operating practices that balance customer satisfaction, efficiency, compliance, cost management, and business resilience.

2. Technology Enablement and Process Development
- Lead the implementation and adoption of enterprise customer-facing technologies and supporting workflows.
- Serve as the primary business owner for local requirements, process assessments, solution design, testing readiness, data preparation, user adoption, deployment activities, and post-launch stabilization.
- Collaborate with technology, product, and business teams to align business needs with standardized solutions and best practices.
- Design, document, and maintain end-to-end processes, roles, controls, escalation procedures, and service expectations across interconnected functions.
- Ensure successful deployment through structured change management, training, communications, performance measurement, and continuous improvement activities.

3. Customer Operations and Performance Management
- Provide leadership for customer operations, including transaction processing, inquiry management, issue resolution, communications, and escalation handling.
- Establish and monitor performance metrics, dashboards, and operational reviews covering service quality, responsiveness, productivity, customer experience, workload management, adoption, and recurring issues.
- Leverage data analysis, customer feedback, and root-cause methodologies to identify improvement opportunities and drive corrective actions.
- Ensure operational preparedness for business changes, new offerings, peak demand periods, technology releases, and continuity requirements.
- Maintain effective controls and compliance with company policies, quality standards, privacy requirements, and applicable regulations.

4. Strategic Customer Engagement and Process Improvement
- Partner with business teams to identify key customer opportunities and enhance end-to-end service and fulfillment experiences.
- Build collaborative relationships with customer stakeholders and serve as a senior point of contact for service improvement initiatives.
- Assess current operating processes, identify bottlenecks and service gaps, and develop practical recommendations for improvement.
- Present recommendations, secure stakeholder alignment, define accountability, establish milestones, and lead implementation efforts.
- Facilitate regular governance reviews with internal and external stakeholders to monitor commitments, remove barriers, and identify additional value opportunities.
- Incorporate customer insights into broader service and operational improvement programs.

5. Cross-Functional Leadership and Business Transformation
- Lead enterprise-wide initiatives involving multiple business functions and external partners.
- Influence stakeholders through insights, process expertise, data analysis, and well-supported recommendations.
- Communicate progress, risks, decisions, impacts, and support requirements clearly and effectively.
- Drive simplification, standardization, digital enablement, automation, and continuous improvement across operational processes.

6. Team Leadership and Capability Development
- Lead and develop a high-performing team by establishing clear objectives, responsibilities, and performance expectations.
- Conduct ongoing coaching, development planning, feedback discussions, and performance management activities.
- Strengthen team capabilities in customer experience, process improvement, technology adoption, project delivery, analytics, stakeholder engagement, and change management.
- Foster a collaborative, accountable, and inclusive culture while supporting succession planning and talent development.
- Align team capacity and skills with both operational requirements and strategic transformation objectives.

Employee Benefits:
Health Insurance Employees' Pension Employment Insurance
Industrial Injury Insurance

Consulting, Critical Thinking, Cross-Functional Collaboration, Customer Acquisition Strategy, Customer Centricity, Customer Journey Mapping, Customer Relationship Management (CRM), Customer Retentions, Customer Success Management (CSM), Fact-Based Decision Making, Mentorship, Organizing, Performance Measurement, Relationship Building, Sales Enablement, Sales Support, Technical Credibility