Customer Service Business and Financial Analysis Manager

Job Description

● To manage market research and field study to find the potential opportunities for defining new projects in the customer service department. ● To analyze the competitor’s behavior and activities to ensure that we are in a good position in the market with adequate competitive advantages. ● To analyze and investigate internal capabilities and potentials to define and offer new services to the customers. ● To define customer services pricing strategies and design proper service packages based on the detailed financial analysis, of our sales and marketing strategies. ● To manage comprehensive financial models, scenario analysis, risk assessment, and return analysis preparation. ● To manage reviewing and leading customer service department KPIs performance and analyzing customer service financial and operational information to ensure that all metrics are on track. ●To participate in financial and business analysis negotiations of customer service department with internal and external customers. ● To manage to define the feasibility and profitability of new customer service projects. ● To manage customer service business plan preparation and provide comparison charts of actual vs. budget. ● To establish and manage customer service budgeting and forecasting processes. ● To ensure the customer service department’s expenditure is balanced against its budget and is under control. ● To ensure all customer service financial transactions are archived and appropriately maintained according to company standards. ● To identify and initiate cost savings opportunities and present them to Customer Service management to apply. ● To manage supporting customer service initiated projects and plans through providing required budget estimation, financial cost and benefit analysis, and evaluating the aspects of revenue generated. ● To prepare and present required reports about the financial status of customer service projects to the top management. ● To support customer service project teams by providing related financial and analytical data and reports.