About the Role
Description
Focused leader on production, business operations, optimization and governance of end to end service of digital channelsDUTIES AND RESPONSIBILITIES:
Manage DGT escalated handling
Scale end to end digital operations
Oversee delivery of reports and insights that analyze business functions and impact
Define, develop and own initiatives that remove blockers and improve overall performance of the digital operations team
Develop and implement quality controls & departmental standards to ensure data quality & accuracy
Accountable for operational and customer experience (NPS) outcomes in their specific end-to-end customer episode
Drive closure of critical deliverables to achieve / improve service level performance
Work with different service operations teams to close the loop of VOC and operational issues
Represent the “voi...
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