Client Experience Manager

2 days ago


Bellville, 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
- 3-5 years data analyst experience within a financial services environment
- 2-3 years managing a team
- 2-3 years experience in delivering innovative and client-centric 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 outside-in 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/ad-hoc 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



  • Bellville, South Africa Sanlam Full time

    Who are we? Sanlam Corporate forms part of the Sanlam Group which offers retail and corporate life insurance, health and investment products in South Africa. Our vision is to be the preferred partner to Corporate and Public Sector by providing an awesome client experience and comprehensive solutions that enable the financial resilience and prosperity of...


  • Bellville, South Africa Sanlam Full time

    Sanlam Corporate forms part of Sanlam Life and Savings Cluster which offers retail and corporate life insurance, health and investment products in South Africa. Our vision is to be the preferred partner to Corporate and Public Sector by providing an awesome client experience and comprehensive solutions that enable the financial resilience and prosperity of...

  • Client Service Manager

    5 months ago


    Bellville, South Africa HR Talent Partner Full time

    **Job Overview**: **Date Posted**: Posted 6 days ago- **Location**: Bellville, Western Cape- **Job Title**: Client Service Manager- **Education Level**: Certificate- **Job Level**: Senior- **Minimum Experience**: 5- 7 Years**Client Service Manager required in Bellville, Cape Town.**: A leading Managed IT Services Provider is looking for an “Client Service...


  • Bellville, South Africa Sanlam Full time

    **Who are we?** - Sanlam Fintech is a newly established digital first business within the Sanlam Group on a mission to democratize financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth. Our culture us that of...


  • Bellville, South Africa Aluvent Full time

    Are you passionate about Sales and Client Relationships? - Guide our Marketing to support our sales effort - Lead our Sales Team beyond their own beliefs - Commit our Business to Excellent Client Relations Package to be negotiated in line with the value you will add **Experience**: - Sales and Client Relations: 3 years (required)


  • Bellville, South Africa Metropolitan Life 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...


  • Bellville, South Africa Sanlam Full time

    **Who we are?** **Sanlam Investment Group**: The Sanlam Investment Group is uniquely equipped and positioned to deliver on its purpose of empowering generations to be financially confident, secure and prosperous. Through our vast in-house expertise and strategic partner networks, we can access all asset classes across the globe, private and public, actively...


  • Bellville, South Africa Santam Full time

    Who we are Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. About the role The Santam Direct Call Centre has a position available for a First Line...


  • Bellville, South Africa Momentum Corporate Full time

    **Introduction** **Role Purpose** Accurately process retirement fundmember's data and providefundadministration services withinagreed service levels. **Requirements**: - Grade 12 or equivalent - 2 Years' relevant experience within a financial services environment - Employee benefits experience will be an advantage **Duties & Responsibilities** -...


  • Bellville, South Africa Sanlam Full time

    **What will you do?** - Santam’s Client Care Department has a position available for a **Client Care Administrator**. The position will be based at **Santam** in **Bellville, Cape Town.** **What will you do?** The Client Care Administrator will provide support of a complaints administrative nature and assist the Santam Client Care Department in attending...


  • Bellville, South Africa Momentum Metropolitan Holdings Full time

    -Introduction Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. Role Purpose To provide effective and...


  • Bellville, South Africa Sanlam Full time

    Who are we? Sanlam Life and Savings (SLS) is focused on serving our retail and corporate clients in South Africa and further developing our strategic advantages in the South African market. Sanlam Life and Savings consists of three clusters - Sanlam Corporate, Sanlam Retail Mass and Sanlam Retail Affluent. The Sanlam Life and Savings Office provides...


  • Bellville, South Africa Sanlam Full time

    Who we are? Sanlam Investments Group is one of South Africa’s largest investment management companies. We have a performance history spanning over 100 years, and offer a range of investment and financial planning solutions to protect and grow the long-term wealth of our clients. **We take particular pride in**: - Sanlam’s longevity and innovation -...


  • Bellville, South Africa Santam Full time

    Who are we? Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is centred...


  • Bellville, South Africa Helderberg Personnel Full time

    A rapidly growing and dynamic company in Bellville requires the services of a Client Services Administrator who will provide client support services in an accurate and timely fashion to their external and internal clients and to maintain a high level of professionalism and competence in every client interaction. administrator|client service...

  • Client Liaison Officer

    7 months ago


    Bellville, South Africa Food Lovers Market Full time

    Stellenbosch University, Western Cape - Permanent 8 hrs p/day - Work schedule: As Needed - TBC p/hour - Start date: ASAP Job description This is a summary of what the job involves to help you decide if you are a good fit. **We are looking for a Client Liaison Officer to join our team! - As a Client Liaison Officer, your role involves being the bridge...

  • Client Liaison Officer

    7 months ago


    Bellville, South Africa Food Lovers Market Full time

    Stellenbosch University, Western Cape - Permanent 8 hrs p/day - Work schedule: As Needed - TBC p/hour - Start date: ASAP Job description This is a summary of what the job involves to help you decide if you are a good fit. **We are looking for a Client Liaison Officer to join our team! - As a Client Liaison Officer, your role involves being the bridge...

  • Client Liaison Officer

    7 months ago


    Bellville, South Africa Food Lovers Market Full time

    Stellenbosch University, Western Cape - Permanent 8 hrs p/day - Work schedule: As Needed - TBC p/hour - Start date: ASAP Job description This is a summary of what the job involves to help you decide if you are a good fit. **We are looking for a Client Liaison Officer to join our team! - As a Client Liaison Officer, your role involves being the bridge...


  • Bellville, South Africa Sanlam Full time

    The overall purpose of the role The incumbent is responsible for providing excellent client services to a portfolio of clients by efficiently managing human capital queries, any claims and all other medical scheme, gap and medical insurance related queries. Key Responsibilities Provide an effective and efficient administrative channel between clients and...


  • Bellville, South Africa Health Solutions Full time

    **Introduction** - Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings,...