Customer Services and Distribution Manager

**THE JOB AT A GLANCE**

As a Customer Services and Distribution Manager, you will be reporting to the Group Strategy Execution, you will be responsible addressing customer issues including managing and resolving client services queries. You will also be required to visit clients to assist with the submission of the Return on Earnings, and provide them with relevant solutions, while retaining them through building and maintaining strong relationships and the provision of ongoing assistance. You will also be responsible for managing a team who will be involved in growing the number of lives within the Top 50 business through effective customer engagement and the positioning of a value proposition to the targeted employers to move to RMA.

**WHAT WILL YOU DO?**

**Growing the Top 50 business lives, handling and resolving service-related queries**:

- Manage the team to provide a value proposition to the employers to enable the transfer and move to RMA.
- Assist and support the team in understanding the RMA products and promoting RMA products and generate leads for RMA Life Sales and Distribution.
- Provide first line product, process and technical support to customers.
- Identify up-selling and cross-selling opportunities through ongoing engagements with customers by explaining product benefits to potential customers
- Follow up on leads and referrals as received from customer engagement
- Ensure adherence to TCF principles and report any transgressions
- Participate in ad hoc assignments as per role requirements

**Customer experience management, liaising and maintaining good relationships with all the employers.**:

- Design and implement innovative customer experience strategies, service business plans and improvement initiatives.
- Implement the customer service guidelines that include various protocols for efficiently providing customer services.
- Maintain a proper record of the customers including communication audit trails, billings, contact information, and other relevant details and updating the information of the customers regularly.
- Map key customer journeys.
- Provide complete information about our products to the customer.
- Develop and implement product and services reports by collecting and analysing the information provided by the customers.

**Cost Management**:

- Manage the implementation of cost saving initiatives.
- Assistance with budget control

**Customer service and stakeholder relationship management**:

- Follow up on customer by engaging with the relevant stakeholders to identify whether all issues have been resolved.
- Set up continuous sessions with the client to build relationships but more importantly to ensure that RMA is providing the right service.
- Assist stakeholders and service consultants with implementing the correct processes for query management.
- Responsible for brand management in general and internal relationship building management.
- Complete thorough research on trends and conduct root cause analyses to ensure that service failures are permanently corrected.
- Solve all product or service-related issues of the customers.
- Implement corrective actions across the network to retain and deliver excellent service to our members.
- Daily query management resolution.
- Complaints handling and resolution.
- Query management and SLA enforcement.
- Enforce adherence to deadlines for reports and feedback.
- Identify training requirements and develop a training plan for execution by the Stakeholder Training Officers.
- Ensure that training programs are organised for the benefit of all the stakeholders.
- Providing first line product, process and technical support to customers

**Team Management**:

- Provide general administration support and supervision of the Services team.
- Manage the customer service and distribution function and ensure that high customer experience levels are maintained.
- Assume full management responsibility for the Customer Services and Distribution team.
- Ensure that ongoing coaching and development is provided to the team through infield observation.
- Continuously manage team performance and ensure that productivity is monitored on an ongoing basis.
- Set clearly defined objectives for each team member, lead and assist them in achieving these objectives; employ, retain, develop, integrate, motivate, remunerate and assign people to appropriate tasks, conduct performance management and ensure teamwork.
- Carry out the performance management (KPI) process to rate each employee’s performance and providing feedback to employees of their strengths and development areas on a monthly basis.
- Draft and submit professional management reports.

**Risk and compliance management**:

- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
- Ensure that a compliance culture is embedded across the team.

**WHAT YOU'LL BRING TO THE TABLE?**
- NQF Level 7: Bachelor’s Degree in Business Admin