Function : A leadership role which is responsible for the overall customer service function within the company's guidelines. You will be responsible for creating and driving the overall customer service strategy that provides a connected experience to customers and meets their satisfaction expectations to such an extent that they prefer to use our products and services ahead of any of our competitors and actively promote us because of this experience.

Reports to: Head of Operations

Value to the company : Customer services is the custodian of customer satisfaction, responsible for assuring each customer experience is effective and impactful at delivering our brand promise. You will need to lead, with purpose and values, collaborating closely with Marketing, and other key stakeholders, together with developing a successful team which ensures that our customers receive a service to where they feel understood and enabled to take control, leading to long term relationships that support the company's vision.

Key Accountabilities

Customer Service Strategy

• Keep abreast on changes within the external and/or internal environment that influence our customer service strategy and drive changes where needed;

-Create capability to competitively differentiate itself in the market by designing and change managing a service strategy that delivers to our customer experience expectations

• Establish standards for customer service through policy design and implementation, collaborating with all stakeholders to ensure we deliver on our brand promise

• Instill a culture of preventative risk management by establishing and implementing Control Self Assessments (CSA’s) within customer services in order to identify and mitigate any risks to us or Customer Experience;

Operations Management and Customer Service Practices

• Collaborate in the Voice of the Customer (VOC) program of listening, interpreting, journey mapping, actioning and monitoring results. - Sharing plans which includes the customer stories regularly which will identify opportunities and/or focus areas having the greatest impact on loyalty and growth generating a competitive advantage

• Ensure that customer service operation delivers a reliable performance, providing a level of service that adheres to the service standards defined by the company;

• Adopt best practice for an effective operations function, bench-marking performance to continually improve our customer experience strategy;

• Ensure that customer service practices are customer centric and promote exceptional customer satisfaction;

• Continually evaluate the end to end customer experience and work with key stakeholders to continually improve customer satisfaction;

• Resolve critical issues in systems and processes promptly to minimize impact on the customer and service standards;

Innovation

• Lead team to blend strategy and execution to deliver end-to end customer experiences in support of company initiatives and the evolution of our vision;

• Lead the analysis and reporting of customer interaction and satisfaction information to identify trends and issues in order to make improvements customer experience;- Influence our culture by identifying and implementing strategies to engage the business to listen and act on customer feedback;

• Keep informed of industry best practice to feed continuous improvement initiatives within the department further enhancing efficiencies of the customer service operation;

• Identify new and innovative Vendors to enhance our service capability;

Leadership and People Management

Build a highly competent and engaged team that enhances the capability of our customer service function;

• Cultivate a professional and engaging team environment, rewarding exceptional performance, promoting growth and attracting talent;

• Lead with purpose and values, fostering a culture where our people are valued, inspired and confident to grow.- Lead by example in developing a customer-focused culture that is consistent with the companies core values

• Nurture behaviors within your team which are aligned to our values and allow people to be creative, yet accountable, in fulfilling their performance objectives;

• Be an authentic influence to your team, constantly coaching and/or mentoring in order to foster their growth and development;

• Champion the Customer Service function within other departmental areas, namely- Product- Marketing- Technology- Collections- Credit

Stakeholder Management

• Identify key stakeholders to the Customer Service function both within and external.

• Actively engage and work closely with all relevant stakeholders to the Customer Service function in order to successfully delivery of any project, programm or activity;

• Partner closely and support Marketing by identifying and eliminating roadblocks that do not aid in the acquisition or retention of customers Reporting

• Provide insight into the Customer Service function and performance.- Constantly track metrics, communicates trends across the company and responds accordingly to capitalize on opportunities to improve service and remedy any issues- Establish, track and report metrics and milestones with respect to customer experience initiatives to drive behavior change across functional areas.

• Directs operating procedures and controls involved with workforce planning, workflow design, forecasting and utilization

• To take a leading role in promoting the reporting of and learning from Customer Services

Qualifications and Experience

• Matriculation

• A bachelor’s degree (NQF 7) in Commerce (Marketing, Communication or Industrial Psychology);

• A Certified Process Professional certification, or similar comparable Customer Experience certification, is preferred;

• A minimum of 3 years’ experience, at a senior management level, leading Customer Service operations, with a proven track record of developing and leading teams to successfully launch initiatives enhancing customer satisfaction;

• A minimum of 2 years’ experience in contact centers that support e-commerce or fintech;

• A thorough understanding of the Financial Services industry and working in a regulated financial services provider;

Clear credit record

No criminal record

Position is available to SA Citizens only.

Job Type: Full-time

Job Location:

Cape Town, Western Cape

Required education:
Bachelor's

Required experience:
Financial services industry: 3 years
Senior Management-Customer Services: 3 years
Contact center management-eCommerce or Fintech: 2 years
Proven Leadership ability: 3 years
Required language:
English - Fluent