Client Experience Manager

2 weeks ago

Bellville, Western Cape, South Africa Metropolitan Retail Full time

Introduction
Metropolitan is one of the oldest financial services brands in South Africa.

With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa's people through affordable financial solutions that create financial growth and security.


Metropolitan operates in South Africa, but the brand is also present in 12 African countries including, Namibia, Botswana, Kenya, Ghana, Nigeria, Lesotho, and Swaziland.

Metropolitan provides financial wellness solutions that meet the needs of low income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance.


Role Purpose
To support and operationalise an innovative, insights-led client experience strategy to enable the Metropolitan's client value proposition.

Requirements:

  • Bachelors degree in Business, Marketing or a related discipline
  • 35 years data analyst experience within a financial services environment
  • 23 years managing a team
  • 23 years experience in delivering innovative and clientcentric client experience design
  • Communication and story telling skills

Duties & Responsibilities

INTERNAL PROCESS:

  • Responsible for management, analysis and action planning of VOC programme
  • This includes partnering with the Consumer Insights and CX colleagues across the value chain
  • Delivering story driven insights that are actionable
  • Driving solutioning workshops with the relevant stakeholders
  • Ensuring the relevant action plans are implemented
  • Tracking the impact of the changes on the customers' experience and ultimately the business
  • Effective project management skills
  • Effective communication and stakeholder management skills
  • Responsible to be the voice of the customer within Service & Ops and to drive awareness of key insights for the business
  • Journey design and implementation responsibility for Service & Ops.
  • Collaborate with the relevant business partners to develop outsidein customer journeys that deliver business impact
  • Responsible for the evaluation, design thinking and implementation of these journeys

CLIENT SERVICES:

  • Provide expertise and advice to clients and stakeholders to influence and improve client experience
  • Build and maintain relationships with clients and internal and external stakeholders
  • Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed
  • Make recommendations to improve client service and fair treatment of clients within area of responsibility
  • Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service

PEOPLE:

  • Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity
  • Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values
  • Select and recruit suitably qualified talent in line with Employment Equity principles and MMH values
  • Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
  • Management of the telephonic interviewing team:
  • Including coaching, training and mentoring
  • Optimising productivity
  • Management of relevant systems
  • Developing training where necessary
  • Doing skills audits when necessary
  • Implement and supporting on Quality assurance for this team and the broader VOC programme/adhoc research pieces

FINANCE:

  • Identify solutions to enhance cost effectiveness and increase operational efficiency
  • Manage financial and other company resources under your control with due respect
  • Provide input into the risk identification processes and communicate recommendations in the appropriate forum

Competencies
-
Business Acumen: Understands how the business operates, what the key issues and risks are that drives business success; and how they impact on the commercial viability of potential ventures and the profitability of the Group.
-
Customer/Stakeholder Commitment: Anticipates, meets and exceeds customers and stakeholders' expectations by creating long lasting relationships that support the customer value proposition.
-
Drive for Results:Drive a sense of urgency, focus, accountability, agility and execution to deliver business results.
-
Collaboration:Prioritises the business interests of MMH and invests in the success of the group by aligning effort across divisions.
-
Self-Awareness and Insight: Manages self and relationships with others effectively, deals with ambiguity, uncertainty and pressure, and provides perspective in difficult situations.
-
Leads Change and Innovation: Challenge the status quo, does what is right for the business, and encourage continuous improve

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