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Divisional Executive - Service Channel Management

Published on 17.11.2020

Company

Website : http://liberty.co.za/pages/default.aspx
Industries :
Banking, insurance, finance
Job ads : See our Job Ads
Liberty Group Limited is an Authorised Financial Service Provider in terms of the FAIS Act (Licence no 2409) – Terms and Conditions Apply. ... read more

Job Ad & Profile Description

Position : Divisional Executive - Service Channel Management

At Liberty, we employ more than 6 000 people across 7 businesses in 18 African countries. Every day, our employees grow their knowledge by working with diverse groups of people who specialise in a wide range of skills across insurance, asset management, investment and health products. We continually seek to engage, develop, recognise and reward the people who make our business great.

Purpose
To provide strategic leadership that will drive and optimise servicing related engagements into the Operations function across all channels as the entry point for all customer servicing requirements into Liberty.  The ideal incumbent will be responsible for providing an exceptional customer experience in this role, and will oversee the entry point to Liberty for all services and operations queries. 

Outputs

Process

  • Contribute to the continual innovation of operational business activities, processes and systems in service of performance enhancement.
  • Engages regularly with Management Teams across all levels of the business focusing on continually improving our customer service experience.
  • Develops deep relationships with key suppliers (internal and external), manages SLAs and defines and implements improvements.
  • Responsible for key operational decisions and resolving business issues promptly and effectively. Monitors key operational processes against SLAs, Business KPIs and compiles management information.
  • Accountable for the formulation of functional operating models and value-chain integration, ensuring alignment with strategic objectives.
  • Proactively identify problems across the function of which the causes are ambiguous and uncertain, identifies optimal alternatives and designs optimal solutions, anticipating future challenges.
  • Plan for effective organisational management across the value-chain, set strategic objectives and priorities among existing services, processes or systems and new developments, and specify the required measurements to monitor performance effectiveness.
  • To optimise customer service delivery by redesigning service channel effectiveness and efficiency to deliver optimal customer service experiences.
  • Maximises the service channel platform by integrating services across the channels, planning service channel improvements and continuously measuring and implementing improved service and delivery innovations.

Customer

  • Build and maintain stakeholder relationships for the purposes of expectation management, knowledge sharing and integration.
  • Influence and drive the implementation of a customer-centric stakeholder framework, which builds positive relationships and encourages feedback.
  • To lead, develop and enable service channel management of each service channel to provide leading edge customer services delivery to customers.
  • Provides a differentiated end-to end customer service experience to standardise services, reduce hand-offs with simple yet effective services and solutions.
  • Accountable for management and optimisation of the client, employee and Financial Adviser interface or engagement layer into Operations., enabling clients and Financial Advisers to initiate an onboarding or service request via their preferred channel.
  • Proactively develops and supports preferred client interface channels and actively promotes future focussed electronic, digital and technological platforms that match client requirements.

Finance

  • Ensure that appropriate strategies have adequate financial resources for the development and implementation of critical financial plans and budgets. Influence the implementation and integration thereof across the organisation.

Learning and Growth

  • Ensures that all teams are sufficiently skilled, empowered and inspired to deliver an exceptional customer service experience to meet current and future servicing requirements.
  • Integrate and drive human resource strategies across operating units to ensure optimum utilisation of human capability through effective planning and development.
  • Provides a clear translation of the Operations vision into strategic plans that inspire a culture of customer excellence and develop and equip all employees with the skills to champion ongoing change
  • Ensures appropriate resource allocation, talent management and succession plans across the division to ensure sustained skill levels and service delivery.

Governance

  • Drive the development and implementation of integrated risk, governance and compliance frameworks, ensuring the consolidation of the risk profile for an area of accountability across the value chain, managing critical risks and providing feedback.
Required profile for job ad : Divisional Executive - Service Channel Management

Minimum Qualifications

  • Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Generic Management

Minimum Experience

  • 8 - 10 years experience in a similar environment, of which 3 - 4 years at senior management level

Critical Job

The following are critical aspects and requirements for this role:

  • A minimum of 8 years experience in Managing and Leading a Contact Centre;
  • Proven experience in managing a client servicing environment;
  • Proven experience in crafting and delivering on Strategy is imperative in this role;
  • Proven Leadership experience in your career. 

Competencies

Liberty Values

    Technical Competencies

    • Conflict Resolution (Advanced)
    • Operations Risk Management (Advanced)
    • Operations Management (Advanced)
    • Policy implementation (Advanced)
    • Building Customer Loyalty (Advanced)
    • Customer Liaison (Advanced)
    • Application of digital technologies (Advanced)
    • Digital strategy and innovative thinking (Advanced)

    Behavioural Competencies

    • People Management and Empowerment (Advanced)
    • Relationship Management and Networking (Advanced)
    • Stakeholder Engagement and Management (Advanced)
    • Problem Solving and Analysis (Advanced)
    • Strategic Insight and Capability (Advanced)
    Job criteria for job ad : Divisional Executive - Service Channel Management
    Job category :
    Management
    Industries :
    Banking, insurance, finance
    Employment type :
    Permanent contract
    Region :
    Eastern Cape - Free State - Gauteng - KwaZulu-Natal - Limpopo - Mpumalanga - North West - Northern Cape - Western Cape
    Experience level :
    5 to 10 years
    Educational level :
    Bachelor
    Spoken language :
    englishfluent
    Number of Position(s) : 1

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