Posting Dates : 07 / 01 / 2019 - 07 / 19 / 2019
Department : Finance and Records Department
There is presently a large organization and multiple points of contact that Church leaders and members must navigate to resolve issues.
In some instances, service requests are escalated to the Area Presidency or the OTA, taking valuable time away from their primary responsibilities.
Additionally, service levels provided to members and leaders are generally poor, average, or unknown. Our current organization emphasizes operational effectiveness rather than improving support services to leaders and members.
This position is intended to proactively establish relationships of trust with leaders to address these issues and therefore, lighten the burden on Church leaders and members.
Lead the Leader and Member Support function in the country
Represent all aspects of member experience with temporal affairs to the area management team
Own the relationship with leaders regarding essential temporal affairs services, including training of newly called leaders
Coordinate with Tier 1 support to understand trends in member requests
Ensure that leader and member needs are resolved in a timely and thorough manner
Identify opportunities to improve service levels in a simple and affordable way, and coordinate with functional managers to implement change
Share services that are provided in temporal affairs with newly called Church leaders
The individual that occupies this role may also have responsibility for legal representation within a country, government relations, and some functional responsibilities, depending on availability
Relevant bachelor's degree required; master's degree preferred
10+ years of robust and proven work experience in relationship management or customer experience
Excellent communication and customer service skills
Ability to conduct and analyze customer satisfaction research
A knowledge of Church organization and how to effectively work with different departments, divisions and other stakeholders both in the area and at Church headquarters would be helpful
Experience with CRM