Business Operations Service Lead

The purpose of this role is to ensure optimal service management across a conglomerate of partner call centres. Manage, oversee, and optimise all member service interactions, including process service measures, member complaints, and training efforts. The purpose of the Service Lead is to improve service provided by the client to its members. The goal is to ensure member service health by taking the lead as a domain expert in ensuring services provided satisfy business objectives. Assist with new development, enhancements, fixes, and day-to-day operations. Any new developments and deviations from existing business solutions will be driven out by the service lead. Providing assistance with User Acceptance

Responsibilities include the following:
**Customer Service Support**
Responsible to lead functional area to ensure high quality customer service is provided by service
- and benefit providers
- Tracking, overseeing and optimising all member service interactions at various service touch points
- Tracking service level performance using service dashboards, resolving service issues with providers in case of service level deviations escalations are applied where applicable. This includes detailed statistical feedback on performance to providers and management, as well as enforcing and measuring SLAs (Service level agreements), NPS (Net promoter score), CX, UX
- Continuous identification and driving out service of improvement opportunities, including better modes of operations to make customer service easier for staff providing service and customers
- Giving direction to providers to ensure all service processes are correctly followed on time, and in the best possible manner
- Ensure work procedures and service processes are created, monitored and implemented that will enhance the service delivery, operating procedures and standards
- Ensure corrective measures are taken where service failures occur which includes root cause analysis and preventative measures
- Ensure quality measures are done to ensure high levels of customer service is provided
- Conduct random tests to evaluate services provided and ensure services of high standard
- Meet with call centre agents on regular basis to obtain voice of agent information as to improve ability to provide a high level of service

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**Complaints Handling**
Responsible to lead complaints handling processes applied by service providers which includes
- Tracking, overseeing and optimising all member complaints at various service touch points
- Tracking complaints handling performance using complaints dashboards, ensuring complaints are resolved within service levels and in case of complaints handling deviations escalations are applied where applicable. This includes detailed statistical feedback on performance to providers and management.
- Continuous identification and driving out of complaints handling improvement opportunities, including better modes of operations in handling of complaints
- Giving direction to providers to ensure all processes are correctly followed on time, and in the best possible manner
- Ensure work procedures and complaint processes are created, monitored and implemented that will enhance the complaint resolution delivery, operating procedures and standards
- Ensure corrective measures are taken where complaint handling failures occur which includes root cause analysis and preventative measures

**New Development**
As Service lead, the incumbent is responsible to ensure that new development activities is aligned with existing solution/service and business needs for changes. This means the incumbent must influence business requirements, give input towards most optimal solution from a business point of view, attend Design/Scoping sessions, sign-off BRS documentation and give input towards test cases, act as power user during training sessions (where applicable), conduct UAT and BRT and ensure deficiencies post deployment of solution is visible and being resolved

**Training, Coaching and Accreditation**
Responsible to ensure that all service staff is knowledgeable to provide a high-level service to members and distribution. This includes:

- High quality training material used to train service staff (excluding sales/distribution related) is available and up to date
- Ensure service providers conduct training and coaching where appropriate as to enable service staff to meet required knowledge levels. This includes functional as well as soft skill knowledge.
- Ensure training for new development is conducted in a timely manner.
- Ensure accreditation measures are in place for service staff and applied by service providers.
- Co-ordinate training efforts where applicable

**What will make you successful in this role?**
- Positive mind-set with the ability to create and implement change
- Goal-orientated and overcome challenges
- Think on your feet
- Understand what is required to transition a company to be leading edge in customer service experie