Client Experience Leader

1 week ago

Durban, South Africa KURA SA Full time

**KEY RESPONSIBILITIES**
- Achieve all operational KPIs across the business stream to ensure contractual obligations are met as a minimum including (but not limited to) delivery of hours, auditory/compliance requirements and customer satisfaction targets
- Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction
- Lead, develop, motivate and coach Kura Coaches enabling them to lead and manage their Advisors to deliver a superior level of service.
- Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement by building a fun and rewarding environment
- Analyse results to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements
- Create and maintain a strong performance driven working environment
- Communicate effectively with your team to create and maintain a motivated and challenged workforce
- Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and KURA reports

**JUDGEMENT AND DECISION MAKING**
- Objective setting to achieve delivery of Client strategic vision
- Objective setting to achieve delivery of KURA contractual and internal KPIs and financial targets
- Analysis of reports and decision making in relation to performance management and disciplinary issues

Ability to commute/relocate:

- Durban, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (required)

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