To support collaboration between customer care locations (CCL), sales as well as system + processes to deliver a great customer experience, supporting the development of new + existing customer targets.
To ensure supplier relationships are created + pro-actively managed, ensuring delivery to service level agreements (SLA) + global partnership rules (GPR).
To conduct regular anytime conversations with all direct reports to discuss + ensure traction on delivering performance + development goals.
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Responsible for the hiring, training, development and retention of a team of rCTMAs to deliver quality administrative support to the Phase I-IV, HV trials. For FSP staff, evaluate CVs provided by the CRO and conduct “Meet&Greet” with the candidates.
Conduct regular 1:1s with up to 12 direct reports (may be a group of BeOne internal rCTMAs and FSP rCTMAs) to assess workload, provide feedback, track goals, development. For the FSP rCTMAs, ensure timely feedback to CRO Line Manager.
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Provide superior customer service to walk-in customers and contribute to expected levels of CSAT (Customer Satisfaction) scores and Mystery Shopping Results;
Carry clear targets for specific products – CASA and FD Book growth and account opening, cross selling of PL, Credit Cards, Portfolio Sales and ASBF Funding and any other product as deemed fit for Branch Ops;
Learn and use I-Pads/other devices (if applicable to branch) for customer service/ cross selling;
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