Engages with Business Delivery teams to identify the experience points, behaviors, and operational best practices to be incorporated into the TEN (Timely, Effortless, Natural) framework in order to delight their customer base
Conceive and execute scalable TEN activities to ensure managers and their teams understand the customer experience frameworks and agreed proven practices
Design and deliver coaching workshops to assist Customer Operations Managers to effectively coach their teams
Plan and execute scalable post workshop activities that provides ongoing support to Customer Operations Managers
Partners with Talent, HR, Performance Excellence teams, and Business Delivery teams to design and deliver on the job learning and engagement programs
Ensures call recording, call analytics, and coaching tools are effective and well integrated into Customer Operations Managers' workflows
Skills required :
Has at least 1 year experience of delivering coaching
Great relationship building and stakeholder engagement competencies
Strong understanding of performance excellence
Outstanding presentation skills with experience facilitating workshops, training, best practice sharing sessions, etc.
Experience in project management
Exhibits analytical and problem-solving skills, and champions continuous improvement
Self-motivated, creative, resourceful, and dynamic
Excellent verbal and written communication skills
Flexibility with shift schedule
The Financial and Risk Business of Thomson Reuters is now Refinitiv. Refinitiv equips the financial community with access to an open platform that uncovers opportunity and catalyzes change.
With a dynamic combination of data, insights, technology, and news from Reuters, our customers can access solutions for every challenge, including a breadth of applications, tools, and content all supported by human expertise.
At Refinitiv, we facilitate the connections that propel people and organizations to find new possibilities to move forward.
As a global business, we rely on diversity of culture and thought to deliver on our goals. Therefore we seek talented, qualified employees in all our operations around the world regardless of race, color, sex / gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law.
Refinitiv is proud to be an Equal Employment Opportunity / Affirmative Action Employer providing a drug-free workplace.