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Senior Manager, Customer Experience Program Enablement

Neo Financial

Neo Financial

Customer Service
Winnipeg, MB, Canada
Posted on Tuesday, October 24, 2023

The Senior Manager of Program Enablement works closely with the Experience Senior Leadership team to execute and deliver on Neo’s strategic priorities. This role will coach, mentor, and inspire leaders to drive and execute against operations enablement strategies, optimize operational processes, and help ensure partner program commitments and goals are achieved.

The Team

Our Customer Experience Team is a group of passionate problem solvers who are dedicated to providing customers with a truly exceptional experience. This team works closely with a variety of partners to deliver the Neo Experience while building loyalty and engagement with both Neo and partner brands. The leaders who support this team are committed to identifying the tools, resources, and coaching needed to create a team of high performers. They are constantly raising the bar for our team, which in turn elevates the experience our customers receive.

The Role

As the Senior Manager, Program Enablement, you’ll be responsible for creating an environment where team members thrive by delivering a Neo experience to every customer at every interaction. You execute meaningful change as Neo disrupts the customer experience expected by Canadians.

What you'll be doing

  • You work with the Head of Customer Experience & Engagement to drive execution, enhance customer engagement, and optimize operational efficiency to deliver program commitments and goals (like SLA's)
  • You have a strong understanding of the vulnerabilities of the business and use the resources across the organization to reduce risk and improve performance
  • You coach, mentor, and inspire your leaders, while providing operational leadership to continuously improve the team’s execution
  • You partner with the broader enablement team to reinforce learning pertaining to partners, products and services to drive growth and success
  • Together with the broader leadership group you develop and execute strategies that align with growing business needs and reflect our priority to consistently provide exceptional customer experience
  • You are comfortable making decisions in the face of ambiguity, and are resilient to challenges that will inevitably arise along the way
  • You create an environment where new employees grow their transactions to interactions that foster customer loyalty and engagement
  • You proactively make recommendations to advance our processes that positively impact both customer and employee experiences
  • You share best practices to enhance the quality and efficiency of support and contribute to the knowledge-base
  • You ensure consistent adoption of all methodologies, tools, enablement assets, and best practices
  • You are a constant learner, actively maintaining a high level of expertise on Neo’s products and processes

Who we are looking for

  • You love to solve really hard problems with an innovative and unconventional approach
  • You are very organized and capable of prioritizing tasks in a dynamic work environment
  • You have 5+ years of experience in the finance/banking industry
  • You have entrepreneurial DNA, you take ownership over your work and outcomes
  • You have creative problem solving skills with a willingness to test solutions and iterate as required
  • You possess effective program and project management skills
  • You are financially literate and can simplify complex topics in a way people can easily understand
  • Strong written and verbal communication skills – must be able to work effectively and persuasively across functions
  • Growth mindset approach to work with a strong attention to detail, grit, perseverance, organization and continuous improvement
  • You have 10+ years in customer facing roles, preferably in a contact center environment
  • You have 7+ years experience with leading leaders
  • Strong experience in Google Suite, MS Office and Web-based portal computer skills is an asset