Service Team Leader: Inbound

2 weeks ago

Sandton, South Africa Oneplan Underwriting Managers (Pty) Ltd. Full time

**Main purpose of the job**
To support the business in driving the design, build and execution of the customer segment strategy and value propositions to achieve the business objective of targeted market share, profitability growth and a best-in-class client experience.

**Client Engagement**:

- Execute on the vision and overall customer segment strategy
- Provides strategic input into the customer segment strategy
- Provides insight in terms of optimising performance and profitability
- Develop mechanisms to obtain and provide feedback on customer insight
- Understanding customer needs through analysis of diverse information sources, including, and not limited to market research, internal customer information and industry related standards
- Ensure pre-emptive customer solutions.
- Reduce customer cancellations and provide insight into why clients are cancelling and input in to business improvement initiatives.
- Improve client service experience, create engaged clients, and facilitate organic growth
- Allocate tasks through omni-channel platforms, which deals directly with clients and is the first point of contact.
- Handle complex and escalated client service issues
- Leverage deep functional expertise to the Service Experts in order to expand the client’s use of existing products and to identify new products offerings
- Build/maintain rapid channel of communication to client in case of service-related issues and events
- Represent the “Voice of the Customer”
- Create a culture of Customer/Client Centricity
- Ensure adherence to standard operating procedures in all engagements.
- Ensure follow up and follow through on all client queries
- Escalate queries, in line with standard operating procedures and ensure escalated queries have been addressed timeously.
- Identify any potential errors or obstacles that may arise which might impact client experience, and ensure this has been addressed.
- Demonstrate the Oneplan Values and Culture in all engagements with the team.
- Leverage team success to drive all initiatives and experiences with clients.
- Display leadership through your actions by accepting responsibility for daily deliverables and ensuring turnaround times are achieved.
- Maintain forward thinking and proactiveness by taking ownership of every interaction with the team and managing the team’s queries from end-to-end to ensure a world class client service experience.
- Support cross functional work areas targeted to resolve issues raised by clients.
- Proactively gather client feedback to coach and mentor the Team.
- Escalate unresolved issues to the appropriate internal teams

**Quality, Consistency and Compliance**
- Manage the Service Deck in its entirety (resources, operational processes, customer experience, levels of authority, etc.).
- Ensures that operations align with the principles of meeting customer demand (e.g., one and done (i.e. first call resolution), limited hand offs, etc.)
- Analyses empirical customer data and acts on system reports by liaising with appropriate stakeholders to remove obstacles.
- Understanding the competitor offerings and opportunities to differentiate.
- Responsible for the achievement of revenue and cost management objectives for Service
- Proactively identify opportunities for the business to reduce cost by minimising inefficiencies and streamlining processes.
- Accountable for risk and compliance as it relates to Service.
- Ensures remediation of all audit findings for Service.

**Leadership**
- Ensures that an upskilling strategy is in place to execute on the mandate of meeting customer demand.
- Adopts the new ways of work culture and the creation of empowered teams.
- Empowers employees to fulfil the business objectives regarding customer experience, people management and engagement.
- Drives the company’s diversity and transformation objectives.
- Develops mechanisms to obtain and provide feedback on staff satisfaction.

**Operational Effectiveness**
- Be punctual, responsible and diligent in all tasks and duties attended to and ensuring that your team follows the same standards.
- Complete accurate and timely administration records.
- Submit to the Manager of Customer Care all relevant reports, paperwork.
- Any additional responsibilities as required from time to time
- Ensure you and your team comply with company policy and procedures

**Work collaboratively**
- Build a culture of respect and understanding across the organisation
- Recognise outcomes which resulted from effective collaboration between teams
- Build cooperation and overcome barriers to information sharing, communication and collaboration across the organization
- Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

**Self-Management**
- Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
- Plan and prioritise, demonstrating abilities to manage competing de

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