Manager Customer Service Process Improvement (On-site)
Full-time
Markham, ON
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
Measure the effectiveness of existing department processes.
Lead the development and implementation of continuous improvement plans and initiatives for our customer service team.
Conducting data, root cause and process analysis of customer service operations.
Oversight of the planning and implementation of process improvement projects and communications.
Interacting with project stakeholders both internal and external to our business.
Develop and implement a vision for a customer service focused continuous improvement framework.
Develops and delivers process improvement training to team members.
Produce and improve team metrics and reporting.
Strong ability to develop a team of junior team members.
Influence and educate stakeholders on the benefits of continuous improvement.
Other duties as assigned.
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.
We welcome all interested applicants to submit their resume and cover letter for the Manager Customer Service Process Improvement position to our HR team at careers@tngoc.com. Please ensure that you include this position title in the subject line of your email.
We value all the time and effort that goes into applying for a job, and we want to thank you for considering us. Please note that we will only be contacting applicants who are selected for an interview.
Manager Customer Service Process Improvement (On-site)
Full-time
Markham, ON
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
Measure the effectiveness of existing department processes.
Lead the development and implementation of continuous improvement plans and initiatives for our customer service team.
Conducting data, root cause and process analysis of customer service operations.
Oversight of the planning and implementation of process improvement projects and communications.
Interacting with project stakeholders both internal and external to our business.
Develop and implement a vision for a customer service focused continuous improvement framework.
Develops and delivers process improvement training to team members.
Produce and improve team metrics and reporting.
Strong ability to develop a team of junior team members.
Influence and educate stakeholders on the benefits of continuous improvement.
Other duties as assigned.
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.
We welcome all interested applicants to submit their resume and cover letter for the Manager Customer Service Process Improvement position to our HR team at careers@tngoc.com. Please ensure that you include this position title in the subject line of your email.
We value all the time and effort that goes into applying for a job, and we want to thank you for considering us. Please note that we will only be contacting applicants who are selected for an interview.
Manager Customer Service Process Improvement (On-site)
Full-time
Markham, ON
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
Measure the effectiveness of existing department processes.
Lead the development and implementation of continuous improvement plans and initiatives for our customer service team.
Conducting data, root cause and process analysis of customer service operations.
Oversight of the planning and implementation of process improvement projects and communications.
Interacting with project stakeholders both internal and external to our business.
Develop and implement a vision for a customer service focused continuous improvement framework.
Develops and delivers process improvement training to team members.
Produce and improve team metrics and reporting.
Strong ability to develop a team of junior team members.
Influence and educate stakeholders on the benefits of continuous improvement.
Other duties as assigned.
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.
We welcome all interested applicants to submit their resume and cover letter for the Manager Customer Service Process Improvement position to our HR team at careers@tngoc.com. Please ensure that you include this position title in the subject line of your email.
We value all the time and effort that goes into applying for a job, and we want to thank you for considering us. Please note that we will only be contacting applicants who are selected for an interview.