Assistant Manager, Customer Experience at ICEA Lion Group

Roles and Responsilities

• Execution of CX Strategy
• Contribute to the design and formulation of the business’s CX strategy, ensuring alignment with organizational goals.
• Translate strategic CX goals into operational plans and monitor progress against targets.
• Lead initiatives to improve Customer Satisfaction Index (CSI), Net Promoter Score (NPS), and customer retention.
• Collaborate with internal and external stakeholders to resolve complex customer issues and embed customer-centric practices.
• Operational Excellence & Continuous Improvement
• Manage day-to-day CX operations, ensuring timely resolution of customer requests, complaints, and escalations.
• Oversee service delivery at the front office, ensuring consistent turnaround times (TATs) and adherence to service standards.
• Work with relevant teams to address root causes and implement improvement actions.
• Collaborate with Operations and Technology & Transformation teams to resolve system issues affecting customer experience.
• Lead quality assurance processes by monitoring service interactions, reviewing turnaround times, and ensuring adherence to established CX policies, procedures, and compliance requirements.
• Lead the customer feedback management process, analyze insights, and identify trends for action.
• Drive process and policy improvements to enhance operational efficiency.
• Customer Engagement
• Lead the design of hyper-personalised client communication, ensuring messages are timely, relevant, and aligned to CX objectives.
• Oversee the distribution of communications, review performance statistics (e.g., open rates, response rates, conversion metrics), and implement improvements.
• Coordinate and participate in Group CX initiatives and customer engagement programs.
• People Management
• Lead, coach, and develop the CX team to deliver consistent, high-quality service.
• Manage staffing levels, workforce planning, and performance management, ensuring productivity and adherence to service standards.
• Conduct regular team meetings to communicate priorities, share updates, and recognize achievements.
• Performance Management & Reporting
• Define and monitor CX performance metrics, ensuring alignment with service standards and business goals.
• Prepare and deliver monthly CX reports covering key business metrics and CX-related indicators
• Track progress of CX initiatives and recommend corrective actions where targets are not met.
• Use data and analytics to identify trends, forecast needs, and guide decision-making.
• Requirements
• Core Technical & Behavioral Competencies.
• Technical Competencies
• Customer experience management and complaint handling/service recovery
• CX metrics, analytics, and reporting (e.g., NPS, CSI, TATs)
• Quality assurance and process improvement
• Customer engagement and personalized communications
• CRM and CX systems proficiency
• Regulatory and compliance awareness

Academic & Professional Experience

• Bachelor’s degree in Business Administration, Marketing, or related field from a recognized university
• Professional certification in CX/Customer Service is an added advantage.
• At least 8 years in Customer Experience or Service management, experience in a supervisory role is an added advantage
• Experience managing multi-channel customer service operations in financial services, insurance, or a regulated industry.