Service Team Lead: Digital

**Job purpose**:
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.

**Deliverables**:
**Customer Experience**:

- 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

**Process & Product**:

- Manage the Digital team 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 chat resolution), limited hand offs, etc.)
- Analyses customer data and acts on system reports by liaising with appropriate stakeholders to remove obstacles.
- Understanding the competitor offerings and opportunities to differentiate.

**Finance**:

- 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.

**Risk**:

- Accountable for risk and compliance as it relates to Service.
- Ensures remediation of all audit findings for Service.

**People**:

- 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.
- Implement the leadership framework and participates in all Oneboost initiatives
- 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 Service Manager of Digital all relevant reports, paperwork.
- Any additional responsibilities as required from time to time
- Ensure you and your team comply with company policy and procedures.

**Competencies required: Knowledge, Skills & Attributes Knowledge**:

- Grade 12 with English and a second language;
- Excellent command of the English language
- Proficient in MS Office;
- Must have a minimum of 5 years’ experience within digital environment in a leadership role preferably;
- Possess an in depth understanding of the product/ systems and industry as a whole.

**Skills**
- Business writing skills;
- Negotiation skill;
- Report writing skills;
- People management skills;
- Conflict handling skill
- The ability to resolve problems and disputes with clients and arrive at decisions which allow the business to move forward.

**Attributes**
- Have the ability to interpret business requirements and assist management in effectively running day to day operations.
- Actively participate in team meetings
- Ability to work in a team orientated environment and contribute in a positive manner;
- Ability to work independently and self-managed;
- Shows initiative and acts professionally at all times;
- Integrity, responsibility and accountability to be displayed at all times;
- Ability to meet deadlines within time constraints;
- Ability to manage, motivate and direct a team to reach company objectives