Customer Support

2 days ago

Stellenbosch, South Africa Latitude Resource Full time

An established niche insurance company based in Stellenbosch is seeking to employ a Customer Support & Servicing Manager to join their management team on a permanent basis. This management role will be tasked with heading up the digital client services center, the client servicing team and the digital-based client relationship platform.

The main purpose of this role will be to lead the end-to-end service to our clients by driving a highly engaged and motivated team of service oriented and technology savvy individuals. The teams’ responsibility ranges from solving lasting client problems, retaining loyal clients, creating a strategy to increase profitability and providing a comprehensive client perspective for executive decisions to increase the lifetime value and profitability of our clients.

The role entails critically looking at all operational processes and business units to improve and optimise value chain processes by identifying key opportunities and gaps in the core business processes and to be an advocate for future operational and technology-based improvements by partnering with and challenging the business and leadership in system thinking and new ideas.

You will help drive the operational excellence capability by defining and executing “needle-moving” improvement initiatives. This will entail delivering significant improvement in process productivity, cost-to-serve, control/risk and ensure initiatives deliver intended results with respect to client experience.

This position entails managing policy administration, claims and client service functions for the company using the digital Client Services Centre as a platform for superior service delivery.

Measurement of performance will include cost and service deliverables as well as effective leadership capability and resource succession planning.

The role also involves a significant component of project management that will be key in delivering cost and service improvement initiatives.

**Requirements**:

- Tertiary qualification required
- Lean Six Sigma trained
- Five years relevant experience
- Proven ability to work with stakeholders at all levels of the organisation to establish a vision for change and develop buy-in
- Solid analytical skills and the ability to create business rationale for actions
- Proven track record in significantly improving client value through service
- Knowledge of client support and contact center operations
- Solid understanding of client retention, after-sales service and client lifetime value

**Salary -** R40k to R60k basic, dependent on skills and experience

**Salary**: R40,000.00 - R60,000.00 per month

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