Customer Care Process Excellence Manager

We are looking for a Customer Care Excellence Manager to lead strategic and operational initiatives that drive process improvement and innovation across the Group’s Customer Care function. This role is pivotal in building a culture of continuous improvement, optimizing service processes, enhancing cost efficiency, and leveraging automation and AI/RPA tools to deliver exceptional customer experiences.

Key Responsibilities

• Lead and manage a team of Process Improvement and Project Managers implementing initiatives across the Group’s Customer Care operations.
• Develop and execute the Process Excellence strategy, including mapping, optimizing, and automating customer processes across multiple markets.
• Monitor and analyze KPIs such as NPS, CSAT, FCR, AHT to identify opportunities for optimization and automation.
• Manage project budgets and initiate cost-saving activities that deliver measurable impact at Group level.
• Oversee implementation of process automation tools (AI, RPA, chatbots, voicebots) in collaboration with IT, Data & AI, and Operations teams.
• Promote knowledge sharing, upskill project teams, and foster a culture of continuous improvement.
• Standardize customer service processes across the Group to improve operational efficiency and customer satisfaction.