Description
Principal Duties & Responsibilities
Customer Experience Strategy
Design and implement strategies to boost both customer relationship and the customer experience journey
Develop feedback or complaints procedures for customers to use
Improving customer service procedures, policies and standards for the organization.
Ensure the creation and adjustment of policy information or status of customers is effected in line with company quality standards
Collaboration with teams
Develops strategy with other managers to discuss possible improvements to customer service as it concerns the company
Provides customer experience insights on product development engagements
Oversees training of sales, marketing, product development to deliver high standards of customer experience
Provides guidance and supervision to sales, marketing and customer relations teams to on delivering excellent customer experience to clients across various platforms
Implements plans for customer-facing team towards ensuring that their interactions with customers always reflect the company in a positive light, and to guarantee rapid responses to any and all inquiries and questions
Provides regular feedback to Head, Customer Solutions, Digital and Technology Services for communication to customer-facing team in order to keep these employees apprised of changes
Customer relationship management
Provide direction for the effective and thorough handling of customer enquiries
Handle escalated customer service issues to resolution.
Review records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
Business Development
Generate business growth opportunities by developing and managing key relationships for enhanced revenue performance
Provide recommendations in the improvement of customer experience in order to ensure that the Company stays ahead of its competitors
Monitor the company Net Promoter Score data and define improvement opportunities and strategies to enhance communications targeted at early tenure and low tenure customers
Education and Work Experience
Bachelor’s Degree in Marketing or Business Administration or any related discipline.
Professional certification such as Certified Customer Service Professional or relevant qualification
Minimum of 7 – 9 years’ relevant experience in the financial services industry with at least 3 years leading a team.
Required Skills and Competencies
Strong Business Acumen.
Excellent understanding of the local and global financial services industry.
Excellent understanding of trends and recent developments in insurance industry.
Extensive knowledge of MS Office tools.
Excellent analytical and problem-solving skills
Strong strategic orientation, creativity and innovation.
Strong stakeholder management skills
Exceptional communication skills – written, oral, interpersonal, and business presentation skills and the ability to effectively interface with senior management, and staff.
Demonstrated commitment to ethical standards and high level of integrity.
Strong risk management skills
Excellent customer service skills
Strong knowledge of customer-centricity
Strong knowledge of product development
Strong knowledge of the company’s products
Proven excellent skills in the use of CRM tools and systems
Strong understanding of insurance principles and practices
Strong understanding of legal obligations and regulatory compliance
Strong leadership and people management skills
Demonstrated leadership experience partnering at multiple organizational levels and across remote teams
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