Customer Services Manager

1 week ago

Newmarket, New Zealand humm Full time

**We Dream. We Design. We Deliver.**

This is the place where you’ll be hands on. Where new ideas are welcomed and expected.

At every level - and in every role - we’re doers and builders. Not Managers and minders.

**humm**group (ASX-HUM) is one of Australasia’s most successful and enduring fintech organisations with a proud legacy of rewriting the playbook for digital spending. We help people buy everything, everywhere, every day. Our product ecosystem of buy now pay later, credit cards, and business financing products has been designed around the core needs of today's shoppers, retailers, and small and medium enterprises.

**What's so exciting about this role?**

This is a key role in the operations of our Consumer business. In this role, you will provide leadership for our Customer Services Team and manage the day-to-day operations of the function, meeting and exceeding department objectives, whilst driving exceptional service through our cultural values.

**What Does An Average Day Look Like?**

No day is average at **humm **but here’s an idea of what you can expect to do in this role:

- Implement and monitor operational best practices and standards within the Asia Pacific region
- Supervise and oversee the strategy, planning and execution of the humm’s overall customer experience goals
- Draft, implement, and execute policies and procedures to facilitate a quality customer service experience
- Lead change management processes within Customer Services
- Collaborate with internal/external stakeholders to develop initiatives to improve customer experience
- Manage offshore teams to create an excellent Customer experience
- Incorporate technology into work processes to deliver efficiencies while enhancing/maintaining the “customer experience”
- Analyse call data to determine operational trends and provide solutions to increase service and quality
- Align closely with Product & Marketing to further enhance the Customer experience
- Ensure compliance with all statutory, regulatory, industry-standard, and internal policy requirements
- Manage and develop our high-performing team, providing leadership and management while creating a culture of collaboration, cooperation, education and proactivity

Who will thrive in this role?

You are customer obsessed and want to make a difference in their lives. You thrive in a fast-paced environment and are not afraid to challenge the status quo. You are a visionary leader who will roll up your sleeves to get things done.

We are also looking for someone who brings:

- Demonstrated experience in a Customer Experience role
- Outstanding leadership and managerial skills
- Ability to successfully collaborate with other departments and influence key stakeholders within hummgroup both onshore and offshore
- Strong ability to use own initiative and innovate to achieve responsibilities of the role, and has a high standard of analytical skills, good judgement, initiative, decision making and problem-solving skills
- Be able to work in a busy and dynamic environment
- Ability to adapt to change and changing work priorities
- Exceptional time management skills where you can produce consistent output within tight time frames
- Proactive approach to work
- Experience in and the ability to motivate, inspire, and encourage innovation and high performance and to achieve results through others

If this sounds like you then we would love to hear from you

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