Title: Customer Experience Team Leader (Fintech)

TELUS Digital 

Location: Ireland, hybrid role in Cork office

Position Overview

You will have overall responsibility for managing the Customer Experience team (QA team) and coordinating the delivery of the Customer Experience Programme throughout the account. 

You don't just want to help people, that’s a given, you also have a desire to support and mentor people in helping themselves. You love dynamic, ever changing environments, are solution focused and continuously seek out opportunities for improvement.

Your experience in dealing directly with support staff, while proactively collaborating and communicating with Senior Management and Clients is fundamental to this role.

Competencies and Responsibilities:

Collaborating

The CE TL is the glue that binds the CE Team to Operations. Achieving buy-in and goodwill from all stakeholders is critical. Excellent influencing and presentation skills is a must for this role, you will have the ability to present to clients at a senior level. Ensure employee happiness by creating team connection, communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth and succession planning for the contract

Problem Solving and Innovation

As a fundamental lynchpin to the CE support programme, it is essential that you continually promote ways to improve the model. Working closely with stakeholders you will be in a crucial position to understand what is working successfully and where we can adapt, iterate and improve the existing systems/processes. Understanding and implementing both the TELUS Digital's & the Client’s quality strategies through data-driven decision-making while mentoring and supporting your team is paramount as we strive to drive consistency and standardisation across the Department.

Communication and Transparency

Being responsible for ensuring that the Customer Experience Model on the account is delivered by the team in Cork, you will need to build and maintain a good organisational structure, feedback and calibration mechanism and regular communication plans are put in place. As part of the role you will be confident to communicate with client stakeholders on a regular basis being their POC and delivering regular updates.

Developing others

Coach and develop direct reports to ensure they deliver against the goals and objectives required to support the delivery of superior customer service to our end customer. Proven leadership skills with the ability to lead, motivate and develop team members. Provide support and coaching to the team at all times. Liaise with HR BP for any people management related HR issues. Time and attendance management.

Leadership

You will confidently lead the team of CEAs while making sure that the team is aligned with the company’s strategy. Representing the account and reporting during business reviews. Lead the team ensuring high performance of all team members individually and as a team. Successfully manage all changes and last minute requests while remaining resilient and professional.

Data management

This role requires a significant amount of time to be spent working with data. You will possess the capabilities to effectively interrogate data in order to determine root causes of quality issues, as well as identify trends at a contract level. You are comfortable working with both quantitative and qualitative data, setting up reporting infrastructures for new data sets and can speak to stakeholders of all levels using data. Ideally, you have skills to efficientize workload and data e.g. datastudios, automation, formulation etc.

 Requirements:

• Experience on Fintech - essential

• Experience in Quality Management/Quality Lead in Fintech industry - required

• Experience working directly with clients- preferred

• Knowledge of quality framework and analysis - preferred 

• Experience in a fast paced environment

• Strong multi-tasking with excellent time management skills

• Proven track record in achieving service levels

• Coaching skills preferred- essential

• Yellow/Green Belt and an understanding of L6S methodology - preferred

About TELUS Digital Ireland

TELUS Digital Ireland is a multilingual provider of digitally-enabled customer experience and IT solutions. The company has more than 1,800+ team members across Ireland, with locations in Dublin, Cork and Ballina. 

TELUS Digital serves clients in over 50 languages and empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. We partner with some of the world’s most disruptive brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality. 

Learn more about TELUS Digital: telusdigital.com

TELUS Digital recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all candidates must demonstrate behaviours that are reflective of our values:

• We passionately put our customers and communities first

• We embrace change and innovate courageously

• We grow together through spirited teamwork 

At TELUS Digital, we are committed to diversity and equitable access to employment opportunities based on ability.