Job Description We are on the hunt for a passionate, well-rounded Customer Service Manager who is interested in working in the industry. If you're looking for a rewarding career where you can work with a team of dedicated professionals, we encourage you to apply today The Role: Oversee and lead a team of 15 customer service representatives across 7 departments, ensuring cohesive performance and alignment with organizational goals. Establish clear performance standards for subordinate managers and provide regular coaching, feedback, and development opportunities to enhance their effectiveness. Guide portfolio managers in maintaining detailed records of customer interactions and service history to ensure informed decision-making and seamless customer experiences. Implement and maintain standard operating procedures across all subordinate departments, ensuring consistency and efficiency in customer service delivery. Oversee the resolution of complex customer issues by coordinating efforts between subordinate teams, ensuring timely and satisfactory outcomes. Maintain an integrated system to monitor performance metrics for all reporting managers, identifying opportunities for improvement and innovation. Develop and manage a comprehensive customer service portfolio to track service performance, customer satisfaction, and retention metrics. Regularly review and refine service strategies in collaboration with portfolio managers, aligning them with organizational priorities and customer expectations. Ensure the portfolio reflects up-to-date data on customer interactions, resolutions, and feedback for strategic decision-making. Supervise security managers in implementing and maintaining robust protocols to safeguard sensitive customer information. Ensure compliance with legal and regulatory requirements related to data security and risk mitigation within the customer service framework. Develop escalation protocols to manage high-priority issues involving security risks or complex service challenges. Collaborate with consumer managers to design and implement customer loyalty programs and engagement initiatives. Monitor customer behavior and feedback trends to adapt services that meet evolving customer needs. Ensure all subordinate teams consistently deliver a high-quality, personalized customer experience that drives retention and satisfaction. Consolidate and analyze reports from portfolio, security, and consumer managers to present actionable insights to global leadership. Ensure all teams meet or exceed KPIs and other performance benchmarks, providing support and resources as needed to achieve targets. Lead quarterly reviews of departmental performance and present findings to senior stakeholders, outlining achievements, challenges, and plans for continuous improvement. Proven experience in managing diverse teams, including subordinate managers across multiple functions. Expertise in operational management, strategic planning, and team development within a customer service context. Strong analytical and organizational skills to manage complex portfolios and monitor cross-departmental performance. Excellent communication skills for high-level coordination and stakeholder engagement. Ability to foster a culture of accountability, innovation, and customer-centricity across all reporting departments. BIC Consolidated Services is an Equal Opportunity Employer and encourages Aboriginal and/or Torres Strait Islanders to apply.