Sr Manager, Sales Compliance - Antipolo

Purpose and Description:

The Senior Manager will also lead complex cross-functional projects responsible for ensuring customer experience and quality sales standards.

Essential Duties & Responsibilities:

• Lead a team of on-site and remote team members spanning multiple domestic and international geographies
• Partner with stakeholders to develop and implement performance measurements to track and project performance and its impact on the customer experience
• Provide ad-hoc facilitation, strategy sessions, and training on new and existing compliance systems, scorecards, and procedures
• Recruit, evaluate, and develop a team of leaders and team members; drive ongoing technical and personal development for direct reports
• Enhance and further grow our holistic compliance framework to measure Expert performance, customer experience, client requirement adherence, and risk
• Lead the establishment of departmental deliverable standards for all Compliance resources and references, including, but not limited to, reference materials, instructor-led learning solutions, manuals, guides, and other materials
• Ensure proper dissemination of training/information and implementation of compliance tools and processes throughout all levels of the organization
• Maintain inter- and intra-team calibration to standards by leading and/or observing cross-functional calibration sessions
• Utilize data, insights, and expertise to advise on risk detection methods alongside Product and Data Science teams
• Act as the subject matter expert for Compliance across channels; provide recommendations to Sr. leaders and develop initiatives in response
• Provide strategic vision for long-term planning and the ability to deliver and exceed AOP goals
• Collaborate and create strong interpersonal relationships between departments and teams for total experience monitoring
• Collaboratively (with stakeholders) gather feedback to identify needs and ensure we are aligned to customer experience and client standards and suggest improvements or changes to operational policies/procedures.

Here’s what you’ll bring to the team:

• Superior ability to prioritize tasks, drive results, solve complex problems, and create new strategies, superior communication skills, both written and verbal, and strong interpersonal skills
• Strong business acumen
• In-depth knowledge of Asurion principles and processes for providing voice of the customer feedback
• Strong critical thinking & reasoning skills, including the ability to find patterns among data
• Superior relationship-building skills and proven ability to influence others by demonstrating a high degree of collaboration and competence with peers and key stakeholders at all levels
• Capable of working in an autonomous, fast-paced environment, yet still set priorities and meet deadlines
• Strong knowledge of the Microsoft Office Suite
• Successfully manage multiple strategic and analytic projects concurrently, keeping awareness of alignment of cross-functional processes and procedures
• Bachelor’s Degree AND equivalent combination of education and experience
• 4+ years of experience or leadership in analytical duties, including tracking and managing data
• 4+ years of people leadership required
• 4+ years of quality assurance or compliance experience in a call center environment preferred