Assistant Manager, Digital Communication

About the role

The Customer Solutions Desk is part of the Servicing Business Unit and is a customer-facing function responsible for resolving customer requests, complaints, servicing issues, and escalations. The Assistant Manager provides multi-team ownership across workstreams, balancing demand, capacity, skill coverage, and inventory while ensuring sustained delivery against customer, operational, quality, compliance, and control expectations.

What you'll do

• Lead delivery across multiple Customer Solutions Desk teams or workstreams, balancing demand, capacity, skill coverage, inventory, service levels, and operational risk
• Hold Team Leaders accountable for sustained performance and customer outcomes, follow through on agreed actions and due dates
• Provide strong oversight of complaint and escalation management, operational risk, issue management, cross-functional resolution, and remediation
• Put customer outcomes ahead of throughput by addressing the underlying drivers of complaints and escalations rather than resolving issues only case by case
• Use root-cause analysis to separate individual, process, system, training, capacity, and demand drivers of performance

What you need

• 10–18 yrs of experience
• Analytics
• Six Sigma
• Operational risk
• Root cause analysis
• Lean
• Talent management
• Any graduate

Good to have

• Performance management
• PowerPoint