About the job
Join Us in Shaping the Future of Finance
At Isabelgroup, we believe that true innovation arises from the synergy of people and ideas. We are not just developing technology; we are cultivating a comprehensive ecosystem where every contribution is valued, and your efforts can create a significant impact.
We seek inquisitive minds and collaborative innovators who understand that success is a collective journey of growth, learning, and challenging conventional wisdom.
If this resonates with you, we invite you to explore this opportunity.
Your Responsibilities
Are you passionate about empowering teams to deliver exceptional customer experiences, particularly in the demanding landscape of financial services? Can you navigate discussions around SLAs and KPIs while also coaching and catalyzing change? If so, this position could be your next step.
As the Manager of Customer Experience & Service Management, you will lead our Customer Service Operations team at Isabelgroup. Your mission will be to ensure that our customers receive outstanding support, while you continuously enhance our methods using data, technology, and AI.
In this compliance-driven environment, your role will be pivotal in fostering reliability, trust, and customer satisfaction.
Your Key Tasks Include:
Leadership & Development of the Customer Service Team
Manage and inspire a diverse team comprising:
First-line Support Specialists
Technical Support Specialists
Service Delivery Managers
Foster a culture grounded in accountability, empathy, ownership, and continuous improvement.
Mentor and develop team members to help them achieve their professional goals.
Operational Excellence
Oversee the daily operations of Customer Service and Service Delivery.
Ensure that we consistently meet and exceed SLAs and KPIs, emphasizing quality, responsiveness, and customer satisfaction.
Serve as the primary escalation point for complex customer issues.
Champion Digital Transformation & AI Initiatives
Lead efforts to integrate digital transformation strategies and AI automation into our service delivery.

