Client Experience Manager at FNB South Africa

Job Description

• To understand the customer needs and expectations and to develop and implement strategies that create customer loyalty, thereby increasing share of wallet and customer satisfaction

Hello Future Client Experience Manager

• Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen. 
•  As part of our talented team in Employee Benefits, you will be surrounded by unique talents, diverse minds, and an adaptable environment that lives up to the promise of staying curious. Now’s the time to imagine your potential in a team where experts come together and ignite effective change 

Are you someone who can:

• Foster collaborative engagements with other teams to develop client journeys and key touchpoints for umbrella fund clients and financial advisors
• Develop and implement strategies to educate members and corporate clients on financial wellness at the key touch points as it relates to pension matters
• Craft communications and work with product managers to create experiences that members and employers can engage with be it email campaigns, online activations or using the member app
• Demonstrate collaboration by applying continuous improvement on best practices and optimizing available resources to increase effectiveness of the engagements
• Deliver change initiatives to support opportunities to improve the customer experience
• Focus on tactical service plans to deliver and continuously provide a consistent, seamless and positive customer experience

You will be an ideal candidate if you:

• Have a degree
• Hold the CFP designation,
• Have more than 10 years’ experience in the field of pension consulting and have led of team of pension fund consultants

You will have access to: 

• Opportunities to network and collaborate
• A challenging working environment that is progressive and agile
• Opportunities to innovate where initiative is taken and owned end to end

We can be a match if you are: 

• Adaptable and curious
• Attention to detail
• Thrive in a collaborative environment
• Deadline driven
• Able to handle a pressurized environment