Customer Experience Leader We are seeking a highly skilled and results-driven Customer Experience Leader to drive our customer-focused teams in Bogotá, Colombia. Key Responsibilities: - Lead and develop high-performing team members through superior leadership and coaching, focusing on first contact resolution and delivering solutions for customers. - Analyze reporting of results for team performance, identify coaching opportunities, and conduct one-on-one coaching sessions to recognize success and help overcome obstacles. - Effectively manage direct and indirect reports on performance and conduct concerns, ensuring they are aware of business changes and key projects. - Assess team activities to ensure purposefulness and effectiveness, aligning to industry standards and developing expertise. - Plan, organize, and direct team efforts to provide optimal delinquency ratios and loan levels. - Review and analyze broad information on delinquent portfolios to identify potential problems and correct negative trends. - Recommend changes to processes and procedures to maximize recovery of delinquent accounts. - Maintain operational efficiency, recommending workflow changes for effective operations and meeting commitments to customers and regulatory policies. Reporting Relationships: Primary Manager: Senior Manager/ Director Direct Reports: Max 10 Team Leads Shared Reports: Direct report to Canada, and dotted line in Colombia. Dimensions: - Operates independently day to day with direction from the Senior Manager/ Centre Director. - Number of countries supported: 1 country (Colombian GBS hub) - Number of direct reports: Max 10 - Training courses managed: Soft skills, Customer Service applications, conversation model, LMTs, management disciplines, performance effectiveness Requirements: • Strong leadership and coaching skills • Excellent communication and interpersonal skills • Ability to analyze data and make informed decisions • Experience in collections or customer service • Strong knowledge of industry standards and regulations Benefits: • Competitive salary and benefits package • Opportunities for career growth and development • Collaborative and dynamic work environment What We Offer: We offer a comprehensive training program for all new hires. This includes soft skills training, customer service applications, and conversation models. We also provide ongoing coaching and feedback to ensure that our team members have the tools and support they need to succeed. Our team is dedicated to providing excellent customer service and we strive to maintain a positive and supportive work environment. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, please submit your application. How to Apply: Interested candidates should submit their resume and cover letter to [insert contact information].