Member/client Experience Manager

7 months ago

Bryanston, South Africa Eskom Pension and Provident Fund Full time

**Shaping member experience strategy and best practice interventions for the EPPF**
- Assist the fund in understanding the underlying experiences, needs and sentiment of each segment of members
- Leverage member data in a meaningful way to support insights which shape the strategy and enable best preparation of members for the milestone of retirement in a convenient and straightforward way
- Re-design/re-engineer the existing member engagement and interaction processes to deliver moments of truth at each stage of the member journey (i.e. onboarding, life events, pre-retirement, post retirement)
- Work with the pension administration areas of EPPF to implement the above
- Develop a customised member education strategy recognising that members have differing information needs and communication preferences depending on their stage of the journey and learning style
- Create an omnichannel experience that provides a consistent experience across channels, enabling member access information immediately and leverage the benefits of technology to enable a more digital, self-service member interaction capability
- Proactively track service levels and quality, addressing gaps and identifying opportunities for improvement
- Channel management and insights from data analytics to enhance the internal processes of CX

**Develop proactive and segmented member support and tailored communication**
- Shape communication content and material with Communications team to ensure member segments receive proactive and specialist advice at key points of their journey and that HR representatives are well informed and their needs accurately identified
- Deliver on member’s service channel preferences to ensure that members receive support and communication that suits their segment needs.
- Liaise with Communication team to ensure that communication strategies enable the above and package simple, relevant and accessible content at affordable cost and in line with brand guidelines
- Drive strategies for the Retirement Fund Consultants in terms of member education, financial wellbeing and proactive migration to self-service channels
- Provide communication on new products and services relating to adjacent financial services i.e. insurance, medical aid, wellness, etc and relevant to members
- Timeously resolve of all escalated complaints ensuring these are closed against quality control measures

**Stakeholder Management**
- Provides expert advice and guidance to EPPF Executives and the Pension Administration leadership team on shaping, enhancing and delivering a positive member experience as per segmented needs
- Pro-actively develop and maintain a wide-range of external contacts in order to obtain/exchange information, identify environmental change which may impact on the business, establish best practices subsequently taking appropriate actions to maintain/enhance competitive advantage

**People Management**
- Manage planning of resource requirements, ensure sufficient capable resources are in place to meet service delivery demands, maintaining the effective and efficient capability of the department.
- Build a high performing team where the best people are deployed in the right roles and deliver against strategy.
- Ensure that all employees are motivated, developed.
- Manage employees’ performance and ensure that their individual and collective performance is of the required standard.
- Implement and maintain an effective system of internal controls and delegations of authority for the department, to ensure that accountability for decisions made.
- Inspires, aligns and engages employees around the vision and strategy of the Fund, maximising employee engagement and willingness to invest discretionary effort

**Annual Budgets / Financial Management**
- Manage the Member Experience budget and ensure communications targets are achieved on time and within budget.
- Compile and gain budget approval (with support of the Board of trustees) in line with policy guidelines.
- Manage costs against guidelines, and ensure alignment of expenditure with the budget.

**Technical Competencies**
- Adept with developing insight through customer data
- In depth knowledge of Customer Experience (CX) strategies
- Insight into pension fund industry, Pension Funds Act and member requirements
- Understanding of integrated communications and marketing strategies
- Strong Project management skills
- Report writing at Executive / Board level
- Financial and Business Acumen

**Required Minimum Education/Training**
- Honour’s Degree in business administration, management studies, or in a related discipline
- Registered with professional bodies - where applicable

**Required Minimum Work Experience**
- At least 8 years job-related experience, which should include at least 3 years’ experience at a strategic leadership level.
- Solid professional experience required in producing digital content and written communications for targeted audiences
- Solid professi

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