We are seeking a skilled and professional Service center Manager to join our team at a leading FinTech company.
Job Description:
As a Professional Service Center Manager, you will be responsible for managing our team of experts who provide comprehensive and professional services in the areas of taxation, labor laws, and pensions. Your role will include planning and daily management of center operations, including setting customer service goals, managing work processes, producing performance reports, developing and implementing processes to improve and optimize customer experience, employee development, and more.
Areas of Responsibility:
Managing professional expert Centers including ongoing training, performance management, and professional development.
Identifying client needs and optimizing problem resolution.
Establishing and monitoring customer service metrics (SLAs).
Building and monitoring performance indicators (KPIs).
Continuously refining work processes.
Implementing new procedures and work processes.
Collaborating with other departments within the organization
Requirements: Proven experience in managing professional service centers (at least 3 years).
Demonstrated experience in developing and implementing performance metrics.
In-depth knowledge of tax laws, labor laws, and pension laws is a plus.
Technological proficiency is an advantage.
Ability to work independently and as part of a team.
Strong analytical skills.
Excellent communication skills with a service-oriented approach and interpersonal skills, including handling objections.
This position is open to all candidates.