HRO CS Payroll Service Coach

The Service Coach is responsible for the continuous development and adoption of an effective service handling culture by associates, aimed to deliver a progressively superior client experience. The Service Coach has direct impact on the upkeep of the quality of client experience delivered across all MAS functions through regular evaluations of calls or client interactions; facilitation of cross-functional calibration and collaboration activities; analysis of service handling and/or behavioral opportunities on an individual and organizational level; subsequent creation and delivery of customized coaching program per associate; and recommendation on client experience improvement initiatives.

* Evaluates calls and client interaction of associates (25% of time), for the following purposes:

* Monitor associate’s adoption of quality service handling practices as defined by the business' Quality Client Experience model and subsequent guidelines.

* Stay abreast with any shift and trend on overall client experience aimed to capture positive behaviors for reinforcement; service habits for correction; and even internal processes for review and improvement.

* Call Review as part of the business performance review process (Dispute process).

* Owns the data gathering, trend analysis, and recommendation reporting on client experience performance for the business (15% of time).

* Includes subsequent development, support, coordination, implementation of initiatives. Embedded resource for implementation of Client Experience Transformation initiatives primarily through Coaching, and then also through Training delivery (soft skills), performance development and tracking, Rewards & recognition program ownership (40% of time).

* Coaches associates to improve effectiveness in delivering a consistent quality client experience. Partners with Managers regarding associates' development plans on Quality Client Experience strategy.