Job Purpose

• Reporting to the Client Experience Director, the role will be directly be responsible for driving service excellence aligned to the Group CX Strategy across the organization and at all customer touch points and channels including the Customer Contact Centre, Service Centres, Service Experience & Solutions Units (Complaints Management), and Customer Operations teams.
• The role will be responsible for ensuring that customer satisfaction is paramount and accountable for all Customer Experience KPIs across customer journeys.

Key responsibilities

Culture & Strategy

• Drive a “customer first approach” to service delivery, develop and advance the strategy and voice for CX.
• Develop strong relationships across the organization that foster cultural transformation, collaboration, and best practice sharing.
• Unify organization in driving excellence in client experience.

Service Quality/Governance

• Managing a framework of qualitative and quantitative measures that would allow teams to effectively monitor and evaluate customer satisfaction.
• Responsibility for active monitoring of customer needs and development of ideas and initiatives to ensure the above are met.
• Lead the development of customer benchmarking tools and analysis
• Organise and facilitate the running of the monthly Client Experience Forums, bi-monthly Mini CX meetings and relevant off sites.

Contact Centre, Complaints Management and Customer Engagement

• Shape the future of the Customer Contact Centre operations, being committed to delivering a great customer contact experience through a variety of customer contact channels; Phone, Email, Web/Live Chat, Video, Social, Correspondence using big data analytics.
• Develop and implement strategy to effectively manage all customer complaints and escalations ensuring fully staffed teams, centralized complaints recording, tracking, monitoring and best in class complaints handling and learning.
• Co-create and research, synthesize feedback from multiple areas to discover customer insights and optimize current and new experiences.

KPIs, reporting and measurement 

• Take full ownership of key performance indicators relevant to various stages of customer engagement
• Drive the development of a reporting/meetings framework and tracking of results
• Advise/recommend actions to executive team 

Key Performance Measures

• As described in your Personal Score Card

Knowledge, experience and qualifications required

• Degree from a reputable institution with at least 10 years of relevant experience; experience in both technical and business areas leading teams to deliver cutting edge client experiences.
• Significant experience working in a highly regulated environment, while focused on what’s possible with new technologies in CX.
• Experience delivering people change/diversity/culture improvement programs required.
• Excellent communication (both written and verbal), influencing and negotiation skills, required to collaborate with a wide range of internal and external stakeholders combined with driven and assertive personality.
• High energy, can-do attitude, very strong sense of ownership and desire to succeed with commensurate analytical and strategic skills. Able to get things done in a fast-paced environment.
• Is confident and will roll-up his/her sleeves to drive success.
• High level attention to details and commitment to quality
• A demonstrated understanding of how efficient process and correct behaviour enable excellent customer service.
• Be transparent and open around what doesn’t work and what does, while quickly pivoting to the next best.

Leadership category responsibility framework (Core Competencies) 

Change Leaders in Britam need to:

• Strategically lead a function to service customers from a sustainable and growing customer base whilst increasing profit;
• Continuously configure and adapt the functional area to most effectively suite the future view of the business;
• Introduce new concepts so that they are adopted appropriately at the right time (manage the rate of change);
• Be in touch with the changing industry, customer needs and international best practice; 
• Improve the efficiency of the function by appropriately challenging managers about operational and tactical issues; 
• Ensure the function has the most appropriate people capability through effective inspirational leadership, people development, and optimized succession planning; 
• Ensure clarity of expectations for individuals in the function and other stakeholders across the group;
• Facilitate functional integration; 
• Ensure the development and establishment of appropriate behavior and values (culture) within the function that aligns with the strategic direction and values of the business; 
• Co-ordinate between functions and divisions to ensure optimization of the value chain and resources; 
• Ensure alignment of strategy, objectives and deliverables within the function;
• Develop innovative partnerships and distribution channels to increase Britam’s market penetration;
• Ensure a seamless experience for clients;
• Appropriately allocate funds and capital to maximize shareholder value;
• Adequately manage operational risk;
• Increase operational efficiency; 
• Provide access to accurate and consistent information and services across all channels;
• Improve quality and speed of decision making across the business.

Job Purpose

• Reporting to the Head of Service Quality, the role will be directly responsible for managing service experience quality assurance and complaints management across the organisation. The role will assess the quality of service delivery across all customer touchpoints within contact centre as well as support the team leaders and managers in gap identification and make recommendations to improve on customer experience. 
• The role will also ensure that all complaints are captured in the centralized complaints management system and that they are thoroughly investigated ensuring a fair outcome for customers as well as identifying thematic issues and working with various stakeholders to formulate actions to resolve the matters at the root cause.

Key responsibilities

• Ensure the accurate recording, tracking, monitoring, and analysis of all complaints made to the Complaints Management Unit.
• Ensure complaints are investigated thoroughly within a timely fashion; communicating respectfully and empathetically with complainants.
• Analyse complaint data to identify continuous improvement actions and work with the business and operation teams to implement these actions
• Ensure learning from complaints is embedded and changes are made to improve service delivery. 
• Support the development of training modules related to complaints and issues
• Prepare and distribute complaint reports to relevant stakeholders as required
• Oversee quality assurance of service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
• Provide structured and timely recommendations; verbal and/or written feedback 
• Perform mock calls with new hires post-training to determine readiness for moving into frontline live environment.
• Develop and conduct targeted group coaching sessions for contact centre agents and complaints management unit that address Service Quality deficiencies and/or improvement opportunities.
• Use customer service expertise to assess existing practices and procedures for process improvement opportunities.
• Use Contact Centre tools to gather data and analyze trends or patterns affecting quality and performance.
• Collaborates with stakeholders to identify and streamline processes and implement process standards that enhance overall service delivery.
• Provide training on report and dashboard development to team members and management as needed.

Key Performance Measures

• As described in your Personal Score Card

Knowledge, experience and qualifications required

• University degree from a recognized institution
• Minimum of 3 years’ experience in managing customer complaints and quality assurance within the financial services industry 
• Excellent relationship development skills applied within a customer service role
• Excellent written and verbal communication
• Ability to create Executive Level Presentations for Topic Discussions
• Strong interpersonal and negotiation skills
• Build rapport and establish relationships with internal and external stakeholders using a collaborative manner to achieve desired results
• Strong customers/stakeholders engagement and management skills
• Proven ability to multi-task and prioritise tasks – in particular the ability to support and prioritise tasks from more than one team member
• High level attention to details and commitment to quality
• A demonstrated understanding of how efficient process and correct behaviour enable excellent customer service.
• Ability to interpret data and conduct root/cause analysis to reduce wastage/improve performance
• Ability to manage high volumes and lead a team to work effectively under pressure and/or through a significant change event.

Leadership category responsibility framework (Core Competencies) 

Team Leaders in Britam need to:

• Operationally lead a team to service customers from a sustainable and growing customer base whilst increasing profit;
• Ensure the company’s objectives are met by being a vision carrier and by implementing strategy and operational outputs;
• Effectively run the business and manage staff in order to enable functional leaders to focus on developing strategy;
• Effectively identify and define key performance areas, deadlines and goals for their team in order to optimise operational effectiveness;
• Ensure the department has the most appropriate people capability through effective inspirational leadership, people development, effective selection and optimised succession planning;
• Create a high performance, proactive culture and motivated team;
• Monitor operational implementation, budgets, plans, goals and outputs in order to ensure alignment with the departmental strategy;
• Ensure that department priorities are adhered to and effectively communicated;
• Effectively disseminate knowledge within the correct context, towards subordinates as well as management;
• Appropriately model the company values while setting the pace and energy for delivering;
• Benchmark operational activities internally as well as externally in order to be a leader in the industry;
• Effectively manage and communicate change within the department in order to increase staff and process effectiveness;
• Provide access to accurate and consistent information and services across all channels;
• Adequately manage operational risk.

Job Purpose

• Reporting to Service Experience & Solutions Team Lead, the role will be directly responsible for end-to-end Complaints/issue resolution and monitoring and ensuring that all complaints are captured in the centralized complaints management system and that they are thoroughly investigated ensuring a fair outcome for customers. Follow up with resolvers and ensure complaints are resolved within the shortest time possible while keeping customers updated on the progress. 
• The role will also identify thematic issues and working with various stakeholders to formulate actions to resolve the matters at the root cause. 

Key responsibilities

• Handling and investigating end to end Customer complaints and Queries received via various channels i.e. branch walk-ins, contact center, social media, website, emails, digital channels etc.
• Ensuring all complaints are logged in centralized system.
• Investigate complaints thoroughly within a timely fashion; communicating respectfully and empathetically with complainants and keeping them updated on the resolution progress
• Monitor and escalate recurring/thematic issues, recommend resolution and process improvements to improve overall client experience.
• Adhere to complaints management procedures and policy
• Train frontline and support teams on the complaints management procedures to ensure adherence of the same
• Conduct Voice of the Customer Surveys on the Complaints resolution process.
• Monitoring issues raised on Service Desk.

Key Performance Measures

• As described in your Personal Score Card

Knowledge, experience and qualifications required

• University degree from a recognized institution
• Minimum of 2 years’ experience in managing customer complaints within the financial services industry 
• Excellent relationship development skills applied within a customer service role
• Excellent written and verbal communication
• Strong interpersonal and negotiation skills
• Build rapport and establish relationships with internal and external stakeholders using a collaborative manner to achieve desired results
• Strong customers/stakeholders engagement and management skills
• Proven ability to multi-task and prioritise tasks – in particular the ability to support and prioritise tasks from more than one team member
• High level attention to details and commitment to quality
• A demonstrated understanding of how efficient process and correct behaviour enable excellent customer service.
• Ability to interpret data and conduct root/cause analysis to reduce wastage/improve performance
• Ability to manage high volumes and lead a team to work effectively under pressure and/or through a significant change event

Leadership category responsibility framework (Core Competencies) 

Emerging Leaders in Britam need to:

• Plan, direct and apply efficiencies and resources in order to optimise output and profitability against time, cost and team targets;
• Effectively communicate strategic and operational departmental goals and objectives to peers and others in order to ensure proper implementation;
• Ensure that department priorities are adhered to and effectively communicated;
• Ensure competent and effective people resources through appropriate coaching, development and people supervision as appropriate;
• Embody a high performance, proactive culture;
• Effectively ensure the adherence to key performance areas, deadlines and goals in order to optimise operational effectiveness;
• Effectively communicate resource needs, possible opportunities and achievements to management in order to aid them in their decision-making;
• Effectively set and monitor priorities and objectives for more junior staff;
• Understand and communicate objectives in relation to the larger organisational impact;
• Effectively disseminate knowledge within the correct context, towards subordinates as well as management;
• Appropriately model the company values while setting the pace and energy for delivering;
• Effectively manage and communicate change within the department in order to increase staff and process effectiveness;
• Provide access to accurate and consistent information and services across all channels; 
• Ensure a seamless experience for clients;
• Improve service delivery for clients;
• Engage in continuous brand building to become the trusted partners to clients.

Job Purpose

Reporting to the Service Experience & Solutions Team Lead, the role will be directly responsible for using complaints data and other forms of customer feedback, to identify and prioritise thematic issues that impact the customer, determine the root cause and provide findings and recommendations to improved customer experience and business efficiency.  

Key responsibilities

• Identify the key issues and themes impacting customer from complaints data and other forms of Customer feedback e.g. NPS surveys etc
• Analyse complaint data to identify continuous improvement actions and Liaise with key business process owners and business partners to develop actions to thematic issues.
• Facilitates process mapping sessions and focus groups to gain an understanding of business processes and underlying problem areas
• Suggests amendments to current practices in an effort to build greater compliance and consistency. Demonstrates a keen awareness of every customer touch point within the enterprise
• Prioritise and track agreed upon issues.
• Ensure learning from complaints is embedded and changes are made to improve service delivery.
• Support the development of training modules related to complaints and issues
• Collaborates with fellow call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.

Key Performance Measures

• As described in your Personal Score Card

Knowledge, experience and qualifications required

• University degree from a recognized institution
• Minimum of 3 years’ experience in managing customer complaints, quality assurance or root cause analysis within the financial services industry 
• Strong analytical skills and attention to detail
• Ability to create Executive Level Presentations for Topic Discussions
• Excellent relationship development skills applied within a customer service role
• Excellent written and verbal communication
• Strong interpersonal and negotiation skills
• Build rapport and establish relationships with internal and external stakeholders using a collaborative manner to achieve desired results
• Strong customers/stakeholders engagement and management skills
• Proven ability to multi-task and prioritise tasks – in particular the ability to support and prioritise tasks from more than one team member
• High level attention to details and commitment to quality
• A demonstrated understanding of how efficient process and correct behaviour enable excellent customer service.
• Ability to interpret data and conduct root/cause analysis to reduce wastage/improve performance
• Ability to manage high volumes and lead a team to work effectively under pressure and/or through a significant change event.

Leadership category responsibility framework (Core Competencies) 

Emerging Leaders in Britam need to:

• Plan, direct and apply efficiencies and resources in order to optimise output and profitability against time, cost and team targets;
• Effectively communicate strategic and operational departmental goals and objectives to peers and others in order to ensure proper implementation;
• Ensure that department priorities are adhered to and effectively communicated;
• Ensure competent and effective people resources through appropriate coaching, development and people supervision as appropriate;
• Embody a high performance, proactive culture;
• Effectively ensure the adherence to key performance areas, deadlines and goals in order to optimise operational effectiveness;
• Effectively communicate resource needs, possible opportunities and achievements to management in order to aid them in their decision-making;
• Effectively set and monitor priorities and objectives for more junior staff;
• Understand and communicate objectives in relation to the larger organisational impact;
• Effectively disseminate knowledge within the correct context, towards subordinates as well as management;
• Appropriately model the company values while setting the pace and energy for delivering;
• Effectively manage and communicate change within the department in order to increase staff and process effectiveness;
• Provide access to accurate and consistent information and services across all channels; 
• Ensure a seamless experience for clients;
• Improve service delivery for clients;
• Engage in continuous brand building to become the trusted partners to clients.
• Emerging Leaders Competency Descriptions.