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

• 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.
• 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.
• 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.

• 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

• 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