Sr. Manager, Customer Experience FI Remote Customer Care View Job JOB ID# R81019
Brink's · Remote
The Sr. Manager of Customer Operational Excellence - Financial Institutions, provides strategic leadership and operational oversight for Brink's Customer Operations group. This role champions the execution of customer-centric strategies, aligning claims, metrics, and service processes with the organization's mission, vision, values, and strategic plan. The Sr. Manager will lead end-to-end service delivery, ensuring exceptional customer experiences through cross-functional collaboration, data-driven decision-making, and team development.
Key Responsibilities
- Lead program and account management for 3-5 of Brink's largest customers.
- Ensure successful execution of new implementations and service changes in coordination with internal project teams.
- Act as the final escalation point for customer service issues, cases, and claims.
- Drive root cause analysis and resolution planning in partnership with Continuous Improvement and Product teams.
- Champion customer journey mapping and continuous improvement across all service touchpoints.
- Collaborate cross-functionally to optimize back-office and service delivery processes.
- Lead internal and external business reviews, providing insights on quality, performance, and project status.
- Manage and develop a high-performing team of 5-9 individuals.
- Own customer communications and executive-level reporting.
CX Director-Level Leadership Traits
- Strategic Leadership: Define and execute customer experience strategies aligned with enterprise goals.
- Customer Journey Ownership: Lead the design and optimization of end-to-end customer journeys.
- Cross-Functional Collaboration: Partner with Product, Operations, Technology, and Sales to ensure seamless service delivery.
- Data-Driven Decision-Making: Use analytics and customer insights to inform strategy and measure success.
- People Leadership: Inspire, coach, and develop teams to deliver consistent, high-quality service experiences.
- Operational Excellence: Lead continuous improvement initiatives to enhance efficiency and customer outcomes.
- Drive for Results: Demonstrate accountability, urgency, and a commitment to achieving measurable outcomes.
- Culture Champion: Foster a culture of integrity, inclusion, and customer obsession. Model and reinforce behaviors that reflect Brink's values and leadership principles. Promote psychological safety, recognition, and team engagement.
- Proactive Leadership: Anticipate challenges, identify opportunities, and take initiative to drive innovation and service excellence.
- Innovation: Encourage creative thinking and experimentation. Lead efforts to modernize processes, adopt new technologies, and deliver differentiated customer experiences.
- Relationship Building: Cultivate strong, trust-based relationships across internal teams and with external clients. Serve as a connector and collaborator to align goals, resolve issues, and drive shared success.
Key Stakeholder Engagement
National Product
- Ensure training is executed for major changes in customer SWIs and/or for new business.
- Ensure ongoing accuracy of profiles related to new implementations or optimization efforts.
- Ensure successful implementation by project teams.
Regional Vice Presidents
- Ensure customer service quality and timely issue resolution.
- Ensure readiness for new projects (new work or conversions).
Brink's Executive Team
- Keep executives apprised of performance, quality, and strategic initiatives.
Regional Continuous Improvement
- Uncover root causes underlying recurring service issues in specific branches or regions.
Account Executive
- Prepare for QBRs.
- Resolve major service escalations.
- Develop and execute interim contracts and renewals.
- Determine feasibility and effort (i.e., cost) of new business and oversee implementation.
National Continuous Improvement
- Drive process improvements and efficiencies related to both back-office activities and service delivery.
Critical Competencies
- Strategic Management - Identifies and executes on strategic opportunities with existing customers to strengthen relationships, increase revenue, and reduce Brink's cost to serve.
- Brink's Organizational Acumen - Coordinates and influences internal stakeholders across multiple functions.
- Project Management - Organizes, manages, and tracks the status of customer projects, including new business implementations and optimizations.
- Brink's Operational Knowledge - Possesses working knowledge of operations across key lines of business (CIT, CVS, ATM, CSF).
- Problem Solving and Root Cause Identification - Collaborates with stakeholders to resolve recurring customer issues.
- Customer Interaction Skills - Communicates with stakeholders at all levels in a highly responsive and professional manner.
- Drive for Results - Maintains a relentless focus on outcomes, accountability, and measurable impact.
Qualifications
Minimum:
- Bachelor's degree or higher.
- 10+ years of professional experience.
- 7+ years in logistics or banking.
- Functional experience in project management, treasury, or cash management.
Preferred:
- Master's degree.
- 7+ years in armored logistics.
- Experience managing customer care operations in financial, banking, or logistics settings.
- Knowledge of lean/process improvement methodologies.
Professional Skills
- Strong consultative, analytical, and problem-solving skills.
- Excellent interpersonal, communication, and presentation abilities.
- Strong business acumen and relationship-building capabilities.
- High integrity and alignment with company values.
- Collaborative leadership style.
- Proven ability to champion and cultivate a positive, inclusive, and high-performance culture.
- Demonstrated proactive leadership with the ability to anticipate needs, drive innovation, and lead change.
- Passion for innovation and continuous improvement in customer experience and operational delivery.
- Ability to build and sustain strong relationships across all levels of the organization and with external partners.