[New post] ICEA Lion Group – Customer Experience Manager.
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As the Customer Experience Manager, your role will be to drive the customer experience strategy and managing the life business relationship with its customers to deliver customer-centric solutions and build and maintain relationships which help to grow bottom line.
ROLES AND RESPONSIBILITIES
Managerial – Implement customer service policies and strategies in life business to ensure achievement customer satisfaction and brand loyalty. – Monitor the utilisation of resources in life business to ensure appropriate usage and optimisation as planned. – Prepare the unit budget and monitor spending to ensure that all expenses are within the budget. – Set and ensure achievement of performance targets for customer experience staff in the unit. – Measure and prepare reports on return on investments to ensure there is value for funds spent on customer service activities. – Manage and oversee operations in the customer service unit to ensure efficiency in line with set guidelines and procedures. – Provide people management and leadership through performance management of the customer service team to ensure high performance culture.
Operational – Identify, create, implement and perfect processes and procedures to implement the customer service strategy. – Provide input in the enhancement of usability and design of customer experience processes, tools and systems to enhance customer experience. – Perform customer profiling to enable customisation of services and tailored satisfaction to clients – Create initiatives that will maintain retail persistency levels of over 80% & corporate retention of 95% to ensure that life business retains clients. – Drive initiatives to improve the Customer Satisfaction Index & Net Promoter Scores. – Effectively manage the customer experiences by leveraging on technology to ensure customer loyalty – Create an environment that delivers good customer service and a positive customer experience. – Ensure the accurate processing of customer requests within agreed timescales. – Ensure that all customer enquiries from life business customers are satisfactorily managed, resolved and closed within agreed timescales. – Actively promote and manage the process of continuous improvement in Customer Service standards.
Key Performance Measures – Customer satisfaction index – Brand loyalty – Brand visibility – Turnaround time in attending to customers – Net Promoter Score
Qualifications and Experience – Bachelors' degree in a business related field. – Diploma or other professional training in Customer Services Management. – At least 7 years' experience in a customer experience role preferably in the financial services industry, 3 of which should be in a managerial role. – Good interpersonal /communications skills. – Team leadership
Technical Competencies – Customer service skills – Knowledge in diversity management – Ability to drive change – Stakeholder Management – Customer relationship management – Conflict resolution skills
How To Apply
If you meet the role requirements, kindly submit your CV in the form below or via recruitment@icealion.com and quote the job title on the subject line by 5th January 2022.
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