Wir sind ein regional tätiges Unternehmen für Personalmanagement mit langjähriger Erfahrung am Markt. Unser Schwerpunkt liegt im Bereich Personalvermittlung und 'Temp-to-Perm'. In Zusammenarbeit mit zahlreichen renommierten Kunden verschiedener Branchen in der Rhein-Main-Region unterstützen wir Sie bei der Suche nach einer neuen beruflichen Perspektive in attraktiven Unternehmen.

 

Unser Kunde gehört als etablierte Wertpapierhandelsbank zu einem der größten Vermögensverwalter der Welt, der sich als Kapitalanlagegesellschaft mit zahlreichen Fonds, dazugehöriger Vertriebsstruktur, Anlageberatern sowie als Onlinebroker und Börsenmakler weltweit betätigt.
In seinem Auftrag suchen wir im Rahmen einer Direktvermittlung:


 

Tasks:
  • Coordination and further development of the Customer Satisfaction Programs (Net Promotor Score, NPS)
  • Being the lead person in Germany liaising with the wider group of companies on the further improvements and integration of the program with the Customers Relations Management (Salesforce) and the Marketing Automation
  • Actively leading the End Investor and corporate programs in close cooperation with the business.
  • Identify patterns within the NPS results, consolidate and cluster these, discuss with relevant departments and develop suggested actions
    Evaluate Compliance/Regulatory and/or Risk related issues
  • Advising on the complaint handling process within the End Investor business and the company and ensuring adherence with local regulations in terms of monitoring and reporting of complaints. Conducting analysis into the root causes and discussing improvements with Senior Management
  • Integration and Roll-out of Idea Process into the company and End Investor business. Aligning group-wide idea process with local structures to build an effective and manageable process
  • Identify and track service improvements
    Working closely with the business and in particular the Customer Service units, track the various service improvement initiatives and report on progress
  • Identify service trends in and beyond the financial industry and generate ideas for improvement
  • Research service trends by monitoring competitor service offerings but also service champions outside the financial industry to develop ideas for new service delivery options
Job requirements:
  • Traineeship in a bank (Bankausbildung) or industrial organization, university degree would be a plus
  • 5-7 years’ work experience
  • Strong track record in Customer Service and complaint handling
  • Excellent communication skills, both written and oral and able to communicate at all levels
  • Creative while maintaining good attention to details
  • Fluent in English and German
  • Sound knowledge of Asset Management and banking sector is a plus
  • Moderation and Presentation skills
  • Hands-on and Self Starter Mentality
  • Team player