Sr. Business Process & Client Experience Manager

  • Full Time
  • Toronto

Coface



We are looking for a

Senior Business Process & Client Experience Manager

Location: Toronto, ON

Making Trade Happen

Coface is a team of 4,500 people of 78 nationalities across nearly 60 countries, all sharing a corporate culture across the world. Together, we work towards one objective: facilitating trade by helping our 50,000 corporate clients develop their businesses.

With 75 years of experience, Coface is a leader in the credit insurance and risk management market. We have also developed a range of other value-added services, including factoring, debt collection, single risk insurance, bonding, and information services.

As a close-knit, international organization at the core of the global economy, Coface offers an enriching work experience on several levels: relational, professional, and cultural.


Every day, our teams are making trade happen. Join us!

Part of the North American Transformation team, the Senior Business Process & Client Experience Manager is focusing on designing and implementing customer centered processes to delight our customers and improve operational performance. This person will drive projects to streamline processes and align with multiple key stakeholders to ensure we are delivering high value customer experience and excellence in our operations. You will also help in setting a process strategy for the region and collaborate with business functions to activate and enable execution. In addition, you will play a key role in understanding client needs, monitor CX KPI’s and help in setting a strategy to address vulnerabilities to achieve service excellence.

YOUR MAIN MISSIONS WILL BE TO:

Leads cross-functional project teams to identify process improvement opportunities.

Drives prioritization and selection of strategically relevant process initiatives.


Facilitates workshops to understand and map customer journeys and identify pain points.

Collaborates with various departments to implement changes and ensure seamless client experience.


Drives implementation of technology solutions to streamlines processes and improve client interactions.

Defines KPI’s and monitor performance against client experience metrics.


Be the region’s leader to drive LEAN 2.0 initiatives and support champions to achieve their targets.

Participates and/or lead Business Projects work streams as needs necessitate.


Gathers feedback from clients to understand needs and identify solutions to address client concerns.

CANDIDATE PROFILE:


Experience:

  • Customer centric oriented.
  • 10+ years of experience with proven track record in process optimizations, operational excellence, customer experience.
  • Knowledge of financial services/credit insurance would be highly appreciated.
  • Experience in defining customer journeys and mapping processes; Lean certification & Visio would be a plus.
  • Superior interpersonal skills to drive cross functional collaboration and lead change initiatives.
  • Creative, innovative, analytical and collaborative.
  • Project and change management and facilitation skills.
  • Highly organized, design-minded and detail-oriented.

Schedule is 2 days onsite/3 remote.



Compensation $130,000.00-160,000.00 CAD

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