KEY ACCOUNTABILITIES:
• Customer Service Strategy.
• Keep abreast on changes within the external and/or internal environment that influence the Company’s customer service strategy and drive changes where needed.
• Create capability for the Company 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 the Company delivers on its brand promise.
• Instil 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 the Company or Customer Experience.
• Operations Management and Customer Service Practises.
• 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 for the Company in SA.
• Adopt best practice for an effective operations function, benchmarking performance to continually improve our customer experience strategy.
• Ensure that customer service practises 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 the Company SA’s 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 the Company’s 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 the Company’s service capability.
• Leadership and People Management
• Build a highly competent and engaged team that enhances the capability of the Company’s 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 Company’s core values.
• Nurture behaviours within your team which are aligned to the Company’s values and allow people to be creative, yet accountable, it 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 to Company.
• Actively engage and work closely with all relevant stakeholders to the Customer Service function in order to successfully delivery of any project, programme 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 behaviour 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 & 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’ of experience in contact centres that support e-commerce or fintech.
• A thorough understanding of the Financial Services industry and working in a regulated financial services provider.