Client Experience Operations Manager

4 weeks ago


Johannesburg, South Africa Positive Switch Full time

**Description**:
? Map the client journey. Ability to effectively document client journeys and
processes
? Lead and manage client onboarding and client service operations. Oversee
the client onboarding and client service operations and ensure that
‘bridgians are equipped to deliver the highest level of client experience.
? Streamline client operations. Streamline the processes involved in client
interactions to ensure that client needs are met efficiently and effectively.
Leverage digitisation, automation and process-optimisation to continually
optimise the cost of acquisition and the cost to serve without compromising
the desired client experience
? Develop and implement standard operating procedures. Develop and
implement standard operating procedures for client service operations to
ensure consistency and quality in client interactions. Create and implement
client experience best practices.
? Monitor and manage key CX operations metrics. Proactively and regularly
monitor key CX operation data and metrics and take corrective action
when required to ensure delivery to targets
? Drive client retention. Implement processes to ensure clients are retained for
life with mínimal client churn
? Monitor client satisfaction. Monitor client satisfaction levels and use
data-driven insights to identify areas of improvement and implement
corrective actions to improve the client experience
? Implement and manage client feedback. Design and implement processes
to gather client feedback along the client journey. Manage the client
feedback and use it to make improvements in the client experience.
? Drive for client issue resolution. Lead the process to address and resolve
client issues, either through direct personal action or by promoting quick
and results-driven collaboration with other relevant parties
? Act as an escalation point for the client service team. Monitor support
channels to ensure timeous resolution of client issues
? Implement CX technology systems. Responsible for the alignment and
implementation of systems, tools and processes that drive a seamless client
experience
? Collaborate with other teams. Work closely with other teams
such as Sales, Marketing, Training and Product to ensure a
seamless and excellent client experience. Create, maintain, and enforce
SLAs between the various teams. Project manage cross-functional projects
to improve the client experience.
? Work as both an individual contributor and manager of people to drive
forward client experience processes and initiatives
? Reporting to the Head of Client Experience
? Direct reports: Business Consultant leads and Fulfilment Lead

**Qualifications & Experience**:
? A tertiary qualification in Business Administration, Commerce, Finance, IT
or related field is highly advantageous. National Senior Certificate
(Matric) is essential
? 5+ years client experience process design and implementation
? 3+ years client service in the healthcare and/or information technology
sectors
? 3+ years project management experience
? 3+ years leading managers of teams
? 1+ years management of multiple teams

**Technical competence**
? CX journey and process mapping, analysis and optimisation
? Developing std operating procedures
? Target setting and monitoring
? Management reporting
? Excellent prioritisation skills
? Proficiency in English



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