JOB OVERVIEW

Reporting to the Chief Executive Officer with a dotted reporting line to the NICO Group Head of Marketing & Customer Experience, the ideal candidate will oversee the end-to-end client service experience by enhancing customer interactions, resolving service inefficiencies, and optimizing delivery processes to drive higher client satisfaction and retention.

QUALIFICATIONS

• Bachelor’s degree in Business Administration, Marketing or a related field.
• Experience in customer service management, with at least 3 years in a leadership role.
• Proficiency in CRM tools, data analytics, and customer feedback management platforms.
• Ability to design and implement customer-centric initiatives.
• Basic knowledge of the Investment Management, Finance or Banking Industry is an added advantage.

EQUAL OPPORTUNITIES

The NICO Group has a long-standing policy of providing equal opportunity in employment to all qualified persons without regard to race, colour, religion, national origin, sex, or disability.

• Identify pain points and bottlenecks in the customer journey and collaborate with relevant teams to address them.
• Review and streamline customer processes to improve response time, efficiency and service delivery consistency.
• Oversee the resolution of client complaints in a timely and professional manner.
• Implement digital solutions and automation to enhance customer convenience and service accessibilities.
• Develop and implement a comprehensive customer experience strategy with support from Group Marketing and Customer Experience, to enhance customer satisfaction.
• Analyze customer interactions (calls, emails, chats, surveys) to identify areas for improvement in processes, procedures, and employee training.
• Lead customer experience initiatives including routine client visits, intimate client engagements and gifting activities.
• In liaison with the Call Centre and Functional Heads, implement a structured complaint management system to track, analyse, and reduce recurring issues.
• Monitor adherence to service level agreements for response times, complaint resolution and client retention strategies.
• Develop and monitor customer service standards across all client interaction channels.
• Recommend enhancements to existing products and services based on client feedback and market demands.
• Gather and analyze customer service-related data from the Call Centre and other modes of communication such as phone calls, emails, chats, surveys, and social media platforms.
• Develop client segmentation based on demographics, investment characteristics, and service preferences.
• Tailor communication strategies and service offerings to meet diverse customer needs.
• Implement personalized engagement tactics to enhance customer loyalty.
• Identify opportunities to cross-sell or up-sell relevant Asset Management products and services.
• Collaborate with relationship managers and business development teams in the subsidiary companies for collaborative business opportunities.
• Monitor and track cross-selling targets for business development teams.
• Make recommendations for service process improvements.

• CRM tools
• Data analytics
• Customer feedback management platforms
• Customer-centric initiatives design and implementation

• Bachelor’s degree in Business Administration, Marketing or a related field.
• At least 3 years of experience in customer service management in a leadership role.
• Proficiency in CRM tools, data analytics, and customer feedback management platforms.
• Ability to design and implement customer-centric initiatives.
• Basic knowledge of the Investment Management, Finance or Banking Industry is an added advantage.