Member Channel

2 weeks ago

Johannesburg, South Africa Secondments Recruitment Full time

**Job Advert Summary**:
The role would be responsible for building omnichannel platforms and proactive member communication and contact to enhance service, access to information and advice for clients and members in line with the Member Experience strategy and deliver on defined ‘moments of truth’

**Minimum Requirements**:
TECHNICAL COMPETENCY REQUIREMENTS

Adept with collecting and analysing customer data
Knowledge of Customer Experience (CX) strategies and platforms
Insight into pension fund industry and member requirements
Understanding of integrated communications and marketing strategies
Strong Project management skills
Excellent writing skills
Proficient in MS office and related packages as well as CX and CRM software
Research ability

REQUIRED MINIMUM EDUCATION/TRAINING

Bachelor's Degree in marketing, communications, business management, or in a related field preferred.
Customer Experience Certification

REQUIRED MINIMUM WORK EXPERIENCE

At least 6 years’ professional experience in CX platforms and solutions in a financial services environment.

Pension fund experience advantageous

**Duties and Responsibilities**:
Design and implement all onboarding processes and procedures of new members /new business to create a positive experience to begin the member journey
Identify and customise the right information at the right time to be delivered through multiple channels, that enables members to take control of their pension fund journey through different moments of truth

Identify and deliver on member’s service channel preferences to ensure that members receive support and communication that suits their preferred needs while proactively shifting preference to support lower cost, self-service channels
Offer self-service options (e.g., member portal) for members to access to comprehensive information as required
Provide members with access to financial performance information, tables, graphs, dashboards
Drive campaigns for Client liaison - education, financial wellbeing, providing content in a rich multimedia format, available across channels
Design content, tools and material enabling the Fund and consultants to provide timeous communication and advice regarding external factors and the impact that they may have on a members’ pension
Provide communication on new products and services relating to adjacent financial services (insurance, medical aid, wellness, etc) relevant to members

Track member/client experiences and needs across online and offline channels, devices, and touchpoints.
Analyse member/client feedback on services and offerings to identify new opportunities
With the assistance of the Data team, produce client and member dashboards providing insight into service levels and client/member needs
product ranges and new releases, as well as preparing reports.
Document and enhance member experience processes and procedures, ensuring those servicing members are adequately trained, i? nformed and have the tools to do their jobs
Timeously resolve all escalated complaints ensuring these are closed against quality control measures
Engage with all members and key stakeholder to understand their requirements and recommend processes and solutions to meet their needs and achieve EPPF objectives.
Build credibility, sustainability and trust through delivering required results within set timelines and standards.
Pro-actively develop and maintain a wide-range of external contacts in order to obtain/exchange information, identify trends and stay abreast of best practices, taking appropriate actions to enhance competitive advantage.

Track member/client experiences and needs across online and offline channels, devices, and touchpoints.
Analyse member/client feedback on services and offerings to identify new opportunities

  • Member Journey Specialist

    Found in: Talent ZA 2A C2 - 2 weeks ago

    Johannesburg, South Africa H&S Labour Brokers Full time

    Member segmentation and enhance the member experience Segment members, understand their profiles and map their ideal member journey, identifying touchpoints and moments of truth to deliver exceptional service and brand values.Identify the gaps or shortfalls in member experience across all touchpoints, for all kinds of customer interactions, transactions and...

  • Member Journey Specialist

    Found in: Whatjobs ZA C2 - 6 days ago

    Johannesburg, South Africa H&S Labour Brokers Full time

    Member segmentation and enhance the member experience Segment members, understand their profiles and map their ideal member journey, identifying touchpoints and moments of truth to deliver exceptional service and brand values. Identify the gaps or shortfalls in member experience across all touchpoints, for all kinds of customer interactions, transactions...

  • Member Journey Specialist

    Found in: Adzuna ZA B C2 - 1 week ago

    Johannesburg, South Africa Adzuna ZA B C2 Full time

    Member segmentation and enhance the member experience Segment members, understand their profiles and map their ideal member journey, identifying touchpoints and moments of truth to deliver exceptional service and brand values.Identify the gaps or shortfalls in member experience across all touchpoints, for all kinds of customer interactions, transactions and...

  • Member Socialisation Specialist

    7 days ago

    Johannesburg, South Africa PPS Recruitment Full time

    **Job Advert Summary**: This key focus of the member socialisation specialist role is to generate leads for PPS Advisory Services and Enablement from various external sources. Perform intermediary services (Direct Sales Implementation) on behalf of PPS Advisors. **Minimum Requirements**: **Education**: 1. Matric (Grade 12) 2. RE 5 and FAIS accredited and...

  • Executive Pa to Cec

    7 days ago

    Johannesburg, South Africa the Employment Channel Full time

    Executive PA to CEO - Johannesburg EDUCATIONAL REQUIREMENTS - Grade 12 - Diploma in General Office Administration. SKILLS/EXPERIENCE REQUIREMENTS - Minimum 3 to 4 Years’ relevant experience in executive office - Experience in Radio will be an advantage - Valid driver’s license. - Read - Ability to read and comprehend instructions, short correspondence...

  • Hvac Technician

    5 days ago

    Johannesburg, South Africa The Employment Channel Full time

    Grade 12 - Must be a GAS licensed and Saft Handling certificate - HVAC technician with a minimum of 3 years of experience - Knowledge of heating and cooling systems, including refrigeration systems, air conditioning units, and heating pumps - Strong understanding of electrical and mechanical components of HVAC systems - Ability to work independently and...

  • Procurement Manager Physical Channels

    2 days ago

    Johannesburg, South Africa Absa Bank Limited Full time

    Bring your possibility to life! Define your career with us - With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job Summary The...

  • Chief Experience Officer

    7 days ago

    Johannesburg, South Africa Salt Employee Benefits Full time

    **Purpose of role**: - The primary purpose of the Chief Experience Officer at SEB is to continuously work to improve SEB’s relationship with its clients and members and to provide a positive and consistent client experience. Included in this is the ability to organize and develop a way to measure how our clients perceive the service that SEB provides. -...

  • Call Centre Manager

    Found in: Whatjobs ZA C2 - 6 days ago

    Johannesburg, South Africa Talent Evolution Full time

    Duties: Omnichannel Customer Interaction Management - Oversee a multifaceted contact centre that handles a variety of queries, including first line and second line technical issues, billing enquiries, and general customer concerns across multiple channels such as voice calls, chatbots, social media, WhatsApp, and other digital platforms.- Ensure seamless...

  • Call Centre Manager

    Found in: Adzuna ZA B C2 - 1 week ago

    Johannesburg, South Africa Adzuna ZA B C2 Full time

    Duties:Omnichannel Customer Interaction Management- Oversee a multifaceted contact centre that handles a variety of queries, including first line and second line technical issues, billing enquiries, and general customer concerns across multiple channels such as voice calls, chatbots, social media, WhatsApp, and other digital platforms.- Ensure seamless and...

  • Call Centre Manager

    Found in: Talent ZA 2A C2 - 2 weeks ago

    Johannesburg, South Africa Talent Evolution Full time

    Duties:Omnichannel Customer Interaction Management- Oversee a multifaceted contact centre that handles a variety of queries, including first line and second line technical issues, billing enquiries, and general customer concerns across multiple channels such as voice calls, chatbots, social media, WhatsApp, and other digital platforms.- Ensure seamless and...

  • Call Centre Manager

    Found in: Talent ZA C2 - 2 weeks ago

    Johannesburg, South Africa Talent Evolution (Pty) Ltd Full time

    To lead and enhance the operations of the Contact Centre, ensuring exceptional customer service while optimising operational efficiency and cost-effectiveness. The Manager: Contact Centre will be pivotal in driving first-rate customer experiences, fostering a culture of continuous improvement, and ensuring the seamless integration of technology and people...

  • Junior Specialist: Product Analysis

    3 days ago

    Johannesburg, South Africa Absa Bank Limited Full time

    Bring your possibility to life! Define your career with us - With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job...

  • Sales Manager

    2 days ago

    Johannesburg, South Africa Virago Recruitment Full time

    Manage, motivate and develop both direct and indirect sales channels in order to maximize sales of the complete range of available products and offerings. Achieve set targets for NETT invoiced sales and profitability for both direct and indirect sales channels. Gather, utilize and manage business intelligence data in order to capture the full potential of...

  • Community Manager

    2 days ago

    Johannesburg, South Africa Metamorphosis Integrated Solutions Full time

    Are you a passionate and dynamic individual who loves building relationships, fostering a sense of belonging, and engaging with diverse communities? We have an exciting opportunity for a Community Manager to join our team and play a crucial role in connecting, empowering, and delighting our community members. **Job Title**: Community Manager Location...

  • Chief Experience Officer

    Found in: Talent ZA 2A C2 - 2 weeks ago

    Johannesburg, South Africa SALT Employee Benefits Full time

    Purpose of role:The primary purpose of the Chief Experience Officer at SEB is to continuously work to improve SEB’s relationship with its clients and members and to provide a positive and consistent client experience. Included in this is the ability to organize and develop a way to measure how our clients perceive the service that SEB provides.S/he will be...

  • Chief Experience Officer

    Found in: Talent ZA C2 - 2 weeks ago

    Johannesburg, South Africa Salt Employee Benefits Full time

    Purpose of role:The primary purpose of the Chief Experience Officer at SEB is to continuously work to improve SEB’s relationship with its clients and members and to provide a positive and consistent client experience. Included in this is the ability to organize and develop a way to measure how our clients perceive the service that SEB provides.S/he will be...

  • Collections Manager

    4 days ago

    Johannesburg, South Africa Quantum Change Full time

    **Job Summary** Our client in the **Financial Services** industry is looking for a **Collections Manager** who can lead the credit and collections department at center and in 3 African countries, ensuring that cases are handled appropriately and according to company policy. With your excellent leadership and strategic foresight, you will oversee a team of...

  • Head of Collections

    2 days ago

    Johannesburg, South Africa Quantum Change Full time

    **Job Summary** Our client in the **Financial Services** industry is looking for a **Collections Manager** who can lead the credit and collections department at center and in 3 African countries, ensuring that cases are handled appropriately and according to company policy. With your excellent leadership and strategic foresight, you will oversee a team of...

  • Senior Key Account Manager

    4 days ago

    Johannesburg, South Africa Pernod Ricard Full time

    CONTEXT AND PURPOSE OF THE ROLE: Changes in the retail environment will result in Pernod Ricard South Africa changing the way it manages its Off-Trade business and will therefore need to adapt in order to respond to the: - Strong development of grocers across formats and price points- Concentration of key retail chains through international acquisition-...