About the Role
Reporting
to the Group Head of Customer Experience, the role holder will embed and drive
the Customer Experience strategy across the group through an effective Root
Cause Analysis, Customer Retention and Effective Complaints management models
for increased wallet share and customer stickiness.
Key Responsibilities
Embedding a Customer Centric Culture:
- Drive Service Excellence and ensure delivery of outstanding services
in Branch Network as well as Head Office Departments by Regularly engaging
frontline and back office teams on matters service.
- Share best practice, nuggets, and other relevant material with the
business, as well as championing service campaigns to drive the right
service behavior and enhance customer centricity.
- Ensure customer feedback tools and mechanisms are developed,
implemented and actively utilized across the business e.g. CRM, Customer
Feedback Tools etc.
- Proactive action planning to analyze the data and address gaps
picked.
- Conduct Trainings for all staff and liaise with Learning and
Development to deliver suitable quality training on customer experience.
Complaints
Management and Service Improvement:
- Review and identify process and system gaps through root cause
analysis and recommend solutions for improvement. Involve the teams in
ensuring remedial action is taken to improve customer experience.
- Provide reports to stakeholders on nature of complaints/queries and
any trends observed for inclusion in overall change initiatives relating
to service.
Team
Management, Risk & Compliance:
- Develop a high performing team through continuous performance
development and coaching.
- Discuss and finalize performance management plans and ratings for
direct reports, and manage team effectively with regards to administrative
matters.
- Ensure that all activities and duties are carried out in full
compliance with regulatory requirements, internal policies and policy
standards.
Who We’re Looking For
Essential
Knowledge/Skills and Experience Required:
- Bachelor’s Degree in a relevant field
- Five (5) years of relevant experience in customer experience, with
at least two (2) of experience as team leader in an insurance company
Key
Skills and Behavioral Competencies:
- Understanding of CRM systems and process improvement initiatives
- Stakeholder influence and engagement across all levels
- Good analytical, Communication and presentation skills
- Computer Literate and proficient in MS Office Suite
- Strong Leadership Skills
- Strong collaboration and facilitation skills within cross functional
teams
How to Apply
