Experian Client Services Manager in Allen, Texas
Client Services Manager-MCE
The world of consumer credit is complex. Our database represents 220 million credit-active consumers nationwide with 1.3 billion updates flowing through monthly. How can a business
sort through this enormous dataset to identify consumers, decision on loans, market to prospects and collect?
Experian’s Consumer Information Services division offers a suite of solutions, fueled by best-in class data, to assist lenders, government entities, retailers and beyond with all aspects of the customer credit lifecycle.
The Customer Experience Manager is responsible for driving the overall health and success of their assigned Business lines by engaging and interacting with Product, Marketing and CRM organizations. The CEM partners with the ECS business units to provide strategic direction in how to improve retention, and provides leadership and insight into the overall performance the business lines.
Provides strategic direction and manages the ongoing performance of the Business lines
Leads stakeholders and teams to achieve project and Business line goals
Presents feedback to stakeholders, articulates the customer’s needs to the business teams to drive strategic decisions
Serves as Voice of Customer and Subject Matter Expert (SME) for business lines
Directs internal and external resource teams to provide qualitative and quantitative information to manage the ongoing performance of the Business line
Serves as principal relationship owner for MCE and Experian Partner Solution’s Business teams such as Product, Marketing, Sales, Business Operations, etc.
Drives the contact center teams for improvement
Resolves issues, problems, status and successes working with key stakeholders and teams
Creates reporting and metrics that are sufficient and scoped
Develops strategies with Product, Marketing and Sales that lead to the overall improvement in retention, CSAT and call center measurements
Owns and drives initiatives to optimize brand performance
Creates and implements brand messaging (IVR)
Develops Policy and Procedure Documentation for respective Business lines
Ensures adherence to standards and effectively uses repeatable process documentation
Leads Business line initiatives
Reviews and provides feedback on deliverables and implementation activities
Identifies risks and risk plans; manages and mitigates risks
Owns the continuous improvement of standards, practices and tools for the Business lines managed
Drives daily and monthly contact center performance utilizing contact management system reports. Creates reporting that rolls up to executive staff that highlights customer contacts, service levels, and improvement opportunities for the support of our consultants and clients.
Provides input and feedback that contributes to the overall plans to scale the call center teams using both in-house and outsource models based on business growth, historical contact volumes, seasonal trends, service goals and budget guidelines
Leads the organization in assessing and developing innovative customer service features and products to drive customer satisfaction and loyalty
Identifies, recommends and implements improvements as necessary
Knowledge, Experience & Qualifications - External
Leads Key Initiatives
Responsible for all aspects of design, development and deployment in assigned projects
Scope management – ensuring the project includes all work required for successful delivery
Plan management – developing plan, including detailed work plans and managing the project based on the plan
Quality management – ensuring that project outcomes meet requirements
Communications management – ensuring timely and appropriate generation, collection, dissemination, storage and disposition of program information
Risk management – identifying, analyzing and responding to project risks.
Bachelor’s degree or equivalent experience typically requires 8 years’ minimum demonstrated strategic leadership experience
Strong problem solving and analytical skills
Strong project management and organizational skills
Strong customer service leadership experience along with call center experience
Results driven and goal oriented
Highly motivated and able to take initiative; demonstrated ability to work with minimal supervision
Ability to organize and prioritize
Ability to multi-task
Ability to adapt, thrives and leads through change
Strong team-building and teaming skills
Strong oral and written communication skills, including presentation and facilitation skills
Ability to communicate effectively with both IT and the business
Demonstrated expertise in organizing teams
Ability to work with remote project teams
Experience negotiating with and influencing internal and external team members
Very good judgment, willingness to make decisions and ability to push back when appropriate
Highly reliable to follow through on commitments.
EOE including Disability/Veterans
Job: *Customer Service
Title: Client Services Manager
Requisition ID: 211037
- Experian Jobs