Customer Treatment Manager

Customer Treatment/Experience Manager (PMO Analyst) - Gloucester/Barnwood based - 4-9 MONTH CONTRACT - Banking

My client is looking for the above suitable candidate.

Purpose of Role:

To evaluate and deliver every customer scenario impacted when MMR regulations force changes to the mortgage sales and servicing operating models. Resource will be responsible for ensuring changes to customer interactions meet conduct risk/TCF requirements and continue to meet customer experience standards (efficient and effective for customer and colleague)

Required:

Championing customer requirements in response to the Mortgage Market Review
Governing change initiatives by completing the "Customer Side of Change" process
Delivering service improvements that help achieve 2013 targets for customer ratings in the NPS (Net Promoter Score) survey

Capabilities needed:

Customer Excellence - combining what's best for customer with commercial realities
Knowledge of mortgage products and services
Problem Solving - finding solutions that address the root-cause of customer satisfaction/dissatisfaction
Communication & Influencing skills - delivering change & improvements through others
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