Job Description

Focused leader on production, business operations, optimization and governance of end-to-end service of digital channels.

DUTIES AND RESPONSIBILITIES

• Manage DGT escalated handling and scale end-to-end digital operations.
• Oversee delivery of reports and insights that analyze business functions and impact.
• Define, develop and own initiatives that remove blockers and improve overall performance of the digital operations team.
• Develop and implement quality controls & departmental standards to ensure data quality & accuracy.
• Accountable for operational and customer experience (NPS) outcomes in their specific end-to-end customer episode.
• Drive closure of critical deliverables to achieve / improve service level performance.
• Work with different service operations teams to close the loop of VOC and operational issues.
• Represent the voice of the customers and govern the customer ins...